Chuyên Viên Đào Tạo - Dịch Vụ Call Center

✓ Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
✓ Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
✓ Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis
✓ Ensure effective, consistent communication with managers, peers, and other resource groups, including dayto day informal interaction with clients
✓ Accountable for achieving individual training performance metrics
✓ Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
✓ Responsible for day- to- day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
✓ Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
✓ Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
✓ May support Instructional Design team in designing and developing training materials for various instructional delivery methods including computer- based training, interactive, classroom training, and written job aids
✓ Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations

Cập nhật gần nhất lúc: 2024-07-30 23:50:05