Process Trainer

As a Graduate working in this role, you will be responsible for providing day-to-day functional direction to agents within the program training classroom environment. This includes monitoring student progress throughout the training duration, offering coaching and developmental feedback, and making readiness recommendations. Your role will involve utilizing effective presentation and facilitation skills, incorporating creative training techniques and adult/accelerated learning techniques using various training delivery modalities in a classroom setting. You will also be tasked with preparing and delivering training material through classroom learning, hands-on demonstrations, and supporting activities. It will be your accountability to achieve individual training performance metrics and support Operations in transitioning agents from training to the production environment, ensuring that competency levels meet business standards. Additionally, maintaining relevant product knowledge for each account, attending client and cross-functional meetings, and conducting side-by-side observations will be part of your responsibilities. In this role, you will need to ensure effective and consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients. There might also be opportunities to support the Instructional Design team in designing and developing training materials for various instructional delivery methods such as computer-based training, interactive classroom training, and written job aids. Your role will involve measuring the effectiveness of training programs through various feedback methods like focus groups, interviews, and surveys. Based on the evaluation results, you will need to recommend curriculum modifications to the Training Manager/Supervisor. Additionally, you will be expected to participate in a continuous learning culture by staying engaged in change management, product and services releases, policies, processes, and procedures. Desired skills for this position include proven experience in training methodologies and soft skills like communication, critical thinking, time management, and team building. Strong verbal and written communication skills, proficiency in Microsoft Office, the ability to multitask, prioritize, and meet deliverable timelines, as well as a sense of urgency and ability to work well under pressure are also essential. Attention to detail, professionalism, and the ability to build good relationships are key attributes that will contribute to your success in this role.,