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Essential Functions
Classroom Management/Modules/Up-training/Initiatives/Quality
Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents.
Monitors and completes daily attendance tracking during the entire process training until nesting.
Formulates effective activities, exercises, or assessments for learning improvement.
Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement.
Ensure compliance to client and organizational policies and procedures.
Maintains consistent and professional communications skills with supervisor, manager, operations management, peers, and trainees/agents.
Deliberate to identify new hires’ needs in training and nesting.
Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations.
Deliver the training content/context based on the agenda/curriculum.
Demonstrate effective leadership to individuals including new hires and tenured agents.
Implement and demonstrate efficient training methods.
Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs.
Participate in client calls and visits with the supervisor’s guidance.
Collaborate with the quality and operations teams for process improvement.
Conduct team huddles and provide floor and online support on process updates.
Develop and implement an effective system for process updates as and when required by the process/clients.