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.                     
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
• May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training and written job aids.
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis. 
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.           

Key skills & knowledge:

• Proven experience in training methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)   
• Mandatory Experience: US voice customer service experience         
• Strong communication skills, both written and verbal           
• Proficient in Microsoft Office            
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.                     
• Strong attention to detail                       
• Sense of professionalism and ability to develop good relationships.  

• Educational Qualification :   Graduate