Role and Key Responsibilities:

• Responsible for day-to-day functional direction of 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 materials 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
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis

Key skills & knowledge:

• Effective oral and written communication skills
• Proficiency in Microsoft Office & Good Knowledge about computers
• Demonstrate strong probing and problem-solving skills
• Good people management skills, Analytical Skills / Quantitative skills

Educational Qualification : Graduation