Training Specialist

Job Responsibilities:

Ensure the effective delivery of training courses, programs and sessions
Responsible for controlling all training performance targets and for improving failed metrics if any.
Responsible for the technical development for all training executives and senior executives.
Planning and implementing all training surveys to identify areas of improvement and provide trainees feedback.
Designing required training courses programs or sessions according to staff knowledge and skills
Liaises with external course providers to be updated with last training techniques and programs.
Selects appropriate instructional procedures or methods such as individual training, group instruction, self-study, lectures, exercise, role play and computer based training.
Ensure that all training manuals, materials, references, library are always updated.
Maintain records/reports and prepare statistical reports to evaluate performance and monitor progress
Provides pre operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects.
Communicates regularly with operations to assess agents needing training and delivering required new and refresher classes personally or through available trainers
Review the performance of trainers and coaches their results and gives them direction for ongoing performance improvement
Delivers training/coaching & OJ training for new/existing call center staff.
Oversee all the activities of own team to ensure high performance levels and efficient implementation.
Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.

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