Responsibilities:
• Designs, plans, organizes, or directs orientation and training programs for employees to strengthen their interpersonal, communication, and soft skills
• Develops various role-playing activities that allow participants to realize their shortcomings and take action to correct them
• Assesses the weaknesses and strengths of individuals and customizes trainings as needed
• Conducts refresher trainings to tenured agents for long-term improvement of employees’ skills enabling them to fulfill their potential within the company
• Conducts Training Need Analysis (TNA), performance development, and other training related strategies
• Takes supervisory/ complaints, queries, or calls, provided that Customer Care Specialists already tried to take the call and exhausted all resources
• Escalates unresolved cases to the appropriate department efficiently
• Performs adhoc tasks/ projects as the need arises
• Participates in calibration actively to ensure consistent scoring and feedback delivery approach
Qualifications:
• Must be a college graduate of any 4-year course
• Must have experience in teaching, training, and other instructional roles
• Must have strong knowledge in MS Office applications (MS Word, Excel, PowerPoint, Visio)
• Must have knowledge in Training Needs Analysis, Gap Analysis, Performance Development, planning and other training-related strategies
• Must have excellent presentation skills and ability to relate and get the best out of people
• Must have excellent verbal and written communication skills
• Must have high comprehension and great analytical skills
• Must have strong organizational and team management skill
• Must have good interpersonal skills
• Must be able to develop modules, infodocs and handouts
• Must be able to train, mentor, motivate, and coach people
• Must have web hosting experience
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