Job Descriptions:

• Lead and direct the learning culture and vision in new hire batches
• Develop/implement training programs for new hire agents .
• Floor Support & BQ Management, Train on Neutralization of accent ,Cultural ,Behavioral Training
• Support the Learning manager by providing development to the on-site front line in order to deliver business objectives.
• Manage training programs and the learning experience for adult learners in a site. 
• Support development programs.
• Recruit, hire, train, manage, appraise, and develop a team of trainees to enable them to progress effectively.
• Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.
• Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
• Design learning strategies to fill needs as identified through analysis and in partnership with the Site Quality Team.
• Conduct most complex training classes. 
• Develop evaluation and validation instruments to collect and interpret data, assessing program needs and training program effectiveness.
• Identify skill and knowledge requirements for agents through analysis of data from multiple sources.
• Develop standards for monitoring Agents/Advisors. 
• Ensure that feedback programs provide Agents/Advisors with guidance to correct problems. 
• Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
• Actively pursue self-improvement opportunities.

Education (if beyond High School or equivalent:

• Degree, professional qualification or equivalent directly related work experience.

Experience Target:

• 2-3 years proven success as an internal/external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
• Solid understanding of training processes and practices for adult learners.  Experience in benchmarking HRD best practices.

Skills:

• Strong understanding of computer basics (Windows, Excel, Word, Email and Internet).
• Background in MCP – minimum 2000 and/or Windows XP and 2003.
• Proven client relationship skills.
• Well-developed consultancy skills.
• Delivering and facilitating learning and development interventions.
• Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials.
• Ability to design and evaluate learning material – create a facilitators guide and participants material to support technical programs.   
• Experience in coaching, mentoring and developing others in a complex, fast paced environment.
• Results driven to achieve key objectives at a corporate and site level.
• A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions.
• Excellent interpersonal, organization and time management skills. 
• Excellent listening, oral, and written communication skills.
• Ability to deliver both UK and US content

Knowledge/Abilities:

• Strong background in Customer Service industry (call center preferred, but not essential).
• Ability to manage deadlines, manages people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems. 
• Good judgment and the ability to express thoughts clearly and simply.
• Special Certifications (if appropriate--identify if required to perform the job or just preferred):
• Training and Development qualifications strongly preferred.
• Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):
• Some travel and overnight stays (in country) required to support other sites.