Advanced Project Engr

Your abilities to embed a solid learning culture through training and coaching should only be matched by your coaching abilities aimed to improve individual behaviors and skills. Excellent communication skills, influencing abilities and quick adaption to changing business needs are necessary qualities for the role.

The goal is to establish an environment in which our employees feel confident in their role and are stimulated, coached and trained to become their best, and take pride in going above and beyond to provide excellent customer service.
Position Responsibilities

• Execute training strategy to significantly enhance our expertise in all customer service functions
• Partner with key stakeholders across the assigned hubs to identify team and individual level learning needs.
• Support annual competency assessments
• Monitor and participate in creation of instructor led and eLearning training modules.
• Mentor trainers identified in specified regions to support efficient delivery of training on Processes and soft skills.
• Map training requirements to standard work practices and job duties
• Identify training needs by evaluating strengths and improvement opportunities of the Customer support teams, and by liaising with TLs and SMEs
• Monitor employee performance and response to training. Assess training effectiveness to ensure incorporation of taught skills and techniques into employee’s work behavior.
• Identify requirements for development of new product, solution, and process training for employees
• Be responsible for reducing learning curves for new Agents by developing and implementing robust onboarding roadmaps
• Conduct Train The Trainer for Identified Hub Level SMEs who will deliver training
• Conduct Advance Level Refresher Courses on Processes
• Conduct Soft Skill Training for Hubs assigned
• Maintain accuracy of training materials and update as necessary
• Collaborate with various departments to obtain information required to develop new and updated training materials, includes Onboarding, Content build, LMS deployment
• Maintain accuracy of training materials and update as necessary

Position Responsibilities

• Execute training strategy to significantly enhance our expertise in all customer service functions
• Partner with key stakeholders across the assigned hubs to identify team and individual level learning needs.
• Support annual competency assessments
• Monitor and participate in creation of instructor led and eLearning training modules.
• Mentor trainers identified in specified regions to support efficient delivery of training on Processes and soft skills.
• Map training requirements to standard work practices and job duties
• Identify training needs by evaluating strengths and improvement opportunities of the Customer support teams, and by liaising with TLs and SMEs
• Monitor employee performance and response to training. Assess training effectiveness to ensure incorporation of taught skills and techniques into employee’s work behavior.
• Identify requirements for development of new product, solution, and process training for employees
• Be responsible for reducing learning curves for new Agents by developing and implementing robust onboarding roadmaps
• Conduct Train The Trainer for Identified Hub Level SMEs who will deliver training
• Conduct Advance Level Refresher Courses on Processes
• Conduct Soft Skill Training for Hubs assigned
• Maintain accuracy of training materials and update as necessary
• Collaborate with various departments to obtain information required to develop new and updated training materials, includes Onboarding, Content build, LMS deployment
• Maintain accuracy of training materials and update as necessary

Experience & Educational Requirements

• Bachelor’s Degree in a technical discipline
• 5+ years of training and development experience
• 5+ years of Experience in leading training programs and projects