Process Trainer

Role & Responsibilities

• Responsible for providing the day-to-day functional direction to agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback, and readiness recommendations.
• 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.
• Prepare and present training material through classroom learning, hands-on demonstrations, and supporting activities.
• Accountable for achieving individual training performance metrics.
• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards.
• Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings (as needed), and side-by-side observations.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
• May support the 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.
• Measure the effectiveness of training programs using various feedback methods such as focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on evaluation results.

Preferred Candidate Profile

• Proven experience in training methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.).
• Strong oral and written communication skills.
• Proficiency in Microsoft Office.
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Strong attention to detail.
• Sense of professionalism and ability to develop good relationships.