Designing Training Modules
Study the scope, methods, processes and tools necessary to perform the job
Research appropriate techniques to help efficiently perform the task
Design training modules and prepare exercises, exams and activities
Participate in constantly improving training curriculum by evaluating and updating modules and other training materials
Conduct Post Training Reviews for all New Hire classes handled and provide insights and recommendations
Facilitating Product Training
Discuss program procedures and processes to new hires
Present necessary audio-video presentation, charts, recordings
Administer exercises, written exams and call simulations and practical tests
Organize class, groups and one-on-one activities for lesson retention
Recognize and reward satisfactory and outstanding performers
Address general inquiries, complaints and resolve trainees issues
Implement Stellar culture and policies
Mentoring and Maximizing the Learning Process
Evaluate trainee performance and progress through daily and weekly assessments
Facilitate and evaluate Mock Call assessments that mirror live scenarios
Attain coaching certification for trainee performance management
Create individual action and developmental plan
Coach trainees on areas of improvement and provide feedback
Monitor employee compliance to company policies
Record Keeping, Maintenance and Administrative Tasks
Prepare training materials, workstations, venue and other necessary tools and equipment
Document, update and maintain accurate statistical record of class performance and progress
Report accurate documentation of daily headcount, performance and progress
Perform administrative tasks such as track trainee daily time record
Providing Support to Operations
Secure operations certification for agent and supervisor level live calls or tasks for all lines of businesses supported
Take agent live calls or tasks, as well as supervisor tasks and other escalations
