Training Specialist | Process Trainer | BPO Trainer - (Collections Account)

Role, Purpose, and Scope

Ensures that agreed proficiency levels are met upon agents’ graduation from the training.

Major Responsibilities

• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver Capability Development Programs for employees such as coaching and training to both new hires and existing staff.
• Deliver required industry, domain, functional and client systems and process training for both new hires and existing staff.
• Provide floor support and communication coaching to all employees including leadership and support.
• Develop communication assessment tools in line with project goals and metrics.
• Proactively develop activities or modules to supplement existing programs or initiatives.
• Demonstrate strong working knowledge of adult learning theory principles and able to apply in a 1:1 or in a group training setting.

• Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design
• Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and overall training effectiveness gaps.
• Work with the operations, training, and quality teams to identify performance gaps related to communication skills.
• Analyze performance gaps and provide recommendations to meet target metrics.

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvements.
• Adhere to company and account policies and requirements.
• Attend required trainings provided by both company and account for further learning, growth, and development,
• Participate and attend company and account activities to engage and contribute to its values and culture.

Education Requirements:

• 4 Yr. degree -BS/BA or 3 to 5 years of work experience

Professional Certifications:

• Trainer Certification in previous programs

• Languages - Varies depending on location and the type of market the role supports.
• MS Suite - Power Point, Excel, Outlook, Word, Teams
• Google Suite - Google sheets, doc, mail, forms, meet, chat, slides

Candidate Background: Skills, Knowledge, and Abilities:

• Training Delivery and Classroom Management Skills
• Adult Learning Styles and Strategies
• Coaching and Mentoring skills
• Module and Assessment Development
• Strong analytical thinking/skills
• Ability to assess issues, define causes, and prioritize/execute solutions – problem solving skills.
• Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.
• Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.
• Self-motivated, ability to work independently.