Training Coordinator

About NIIT MTS

At NIIT Managed Training Services, we're transforming the way the world learns, for the better. That's why the world's best-run learning functions across 30 countries trust us with their learning and talent. Since 1981, we have helped leading companies transform their learning ecosystems while increasing the business value of learning. Our comprehensive, high-impact managed learning solutions weave together the best of learning theory, technology, operations, and services to enable a thriving workforce.

Link for our website: - https://www.niit.com/en/learning-outsourcing/services/

Training Coordinator -Role Description

This is Freelance opportunity-WFH.

Must be ok with Complete Night shift slots (6 PM to 7:30 AM)

Payment will be per session based (600 rs to 800 rs)

Attributes & skills required

• Patient and empathetic,
• Persistent
• Enthusiastic
• Previous contact center experience
• Technical troubleshooting skills, experience logging into complex systems using multiple passwords and 2-factor authentication
• Role model to contact center agents in classroom setting
• Ability to multi-task
• Experience using Google docs, ability to track and report issues
• Problem solving skills
• Interpersonal skills
• Fluent in English, ability to clearly communicate both verbally and in writing.

Detailed Description of tasks

Assists agents in virtual classroom with all obstacles and challenges they may face issues connecting to virtual session (audio/video), issues logging into Arise or client systems, any other issues that impede ability to successfully complete the course

Supports Instructor within classroom environment (including but not limited to):

1. Support ASD access & Troubleshooting
2. Support access to client's virtual environment and Arise Secure Desktop.
3. Provide 1:1 assistance to learners for tech concerns during session to resolve real-time, after session support as needed.
4. Drive Engagement Monitoring Mic and Chat usage
5. Engage with learners directly who are not on mic or not responding on Chat, re-engage them. Record agent engagements in Google docs within the tab Tech Check for Instructor visibility and follow up.
6. Support learner success by monitoring chat to ensure no questions are overlooked call out to Instructor as needed.
7. Roleplay Engagement Assist with roleplay class activities, ensuring all learners are staying on task and understand expectations during roleplays.

Administrative classroom duties:

1. Documenting Real-Time Tracking items:
2. Classroom attendance and participation tracking
3. To be recorded in Google docs within the Attendance tab
4. Code/System Escalations, Action Plan Needs, Classroom Notations
5. All are to be recorded in google docs within the Tech Check tab
6. Code/System Escalations are identified as they occur within the classroom environment and should be recorded as soon as they occur.
7. Action Plan needs are identified within the classroom environment and should be communicated between the producer and Instructor to ensure alignment and Action Plan success.
8. Classroom notations are observations made during the class sessions in which improvement opportunities have been identified.
9. Responsible for confirming all learners have updates on the Tech Check tab daily.

Metrics/KPIs

1. Support provided by the Producer should drive an improved learner experience and higher course completion rates (Certification Rate)

NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.