Trainer

Overview

• Getting people ready to perform - as a Trainer you will support Operations in developing the knowledge and skills to deliver in their job.
• A varied role to include the preparation and delivery of effective Training whilst also following up and reporting on the learning you have transferred.
• Works with the new hires, existing advisors, to provide training and floor support / coaching to meet the client’s deliverables i.e. quality, customer satisfaction and performance objectives.
• Reviews floor stats and provides suggestions and resolutions for maximizing customer experience and Operations metrics.
• Provides training/ Feedback & Coaching that prepares advisors to meet their Performance metrics i.e. SLA’s which in turn impacts customer retention and growth.
• Taking ownership training / projects assigned, including coordination of supplies, equipment and training materials.
• Reviews and analyzes client’s training materials and recommends necessary changes to provide increased effectiveness.
• Works with client to incorporate the required changes.
• Updating training material as recommended by our clients and including information about new products / processes.
• Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes changes as needed.
• Consistently demonstrates ability to meet and exceed client metrics in their personal performance.
• Participates in calibrations with training, Quality & Operations and maintains the variance below the required level.
• Listens to calls to keeps himself/herself up to date by ensuring that he/she is abreast with process changes /Expectations
• Conducts refresher / up-skill training to maintain training effectiveness on the floor.
• Needs to support Operations with designated tasks unless aligned to training / training related activities