REQUIREMENTS:

• Native/ fluent in English (C1), both verbal and written.
• Exceptional verbal and written communication skills, with the ability to deliver clear and effective training programs.
• Excellent listening skills and empathy for the needs of agents, management, and clients.
• Ability to work flexibly with both groups and individuals, tailoring communication and training styles to different learner types.
• Skilled in balancing the needs of new hires and tenured team members, keeping them engaged and motivated throughout the training process.
• Ability to address participant concerns and direct them to appropriate departments when needed.
• Strong focus on achieving set goals and targets, demonstrating drive for results.
• Ability to build and maintain collaborative relationships with internal and external stakeholders.
• Comfortable with setting up and using IT and phone equipment for training purposes.

• Regularly work with large groups of trainees, presenting information clearly, checking for understanding, and incorporating feedback where possible.
• Collaborate with client training departments to ensure smooth transitions during new ‘go lives’ and help integrate client business processes.
• Work with various stakeholders across the company to ensure a seamless and consistent onboarding experience for new team members during recruitment, training, and basecamp phases.
• Design and maintain training materials, such as handouts, manuals, exercises, assessments, and exams.
• Prepare learning environments, set up IT and phone equipment, arrange seating, share documents, and publish schedules.
• Deliver and facilitate training programs, demonstrating excellent written and verbal communication skills.
• Collaborate with team managers, POCs, agents, and other stakeholders to identify training and performance requirements.
• Assess the effectiveness of training programs and learning outcomes, ensuring continuous improvement.
• Continuously evaluate agent call and case handling to maintain high standards of quality and customer service.
• Maintain records of learner development and resource allocation to ensure proper tracking and documentation.