TRAINER
Role: TRAINER

Main Objectives and Duties:
1. Training delivery / facilitation

• Delivers training program to New Hires rior endorsement to Nesting.
• Answers all questions in a timely manner.
• Ensures training rules and regulations are strictly followed.
• Provides coaching on specific areas of the trainee.

2. Setting of Training Expectations

• Provides overview of the training flow and encourages total participation and interaction.

3. Participation in Training Design

• Suggests new ideas to improve training programs and delivery.

4. Training needs assessment

• Identifies problem or need of the trainees and the training program and seeks solutions to improve learning and overall performance.
• Participates during program evaluation.
• Monitors agent performance as a collaborative effort with the assigned mentor.

5. Reports

• Compiles training reports.
• Keeps training documents (quizzes, exam links and manuals) for internal and external audits

6. Meetings and Conferences

• Attends calibrations, meetings and conference calls over the phone.

7. Information Dissemination and Escalation

• Acts as Subject Matter Experts on a specific area of support.
• Escalates issues to Miami Business owners for resolution

Area of expertise (Skills)

• College Graduate of any course or its equivalent.
• At least 6 months to 1 year work experience in training and development, preferably in a Call Center setting

Data Management

Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes

Training, Teaching and Instructing

Ability to train, teach, or instruct employees and subordinates by providing information, including procedures, standards, quality parameters, practices, equipment operation and software programs to equip the trainees with the necessary knowledge and skills that would enable them to perform satisfactorily on the job. Ability to seek, develop, and deliver useful, relevant training for growth or performance enhancement of employees/subordinates.

Presentation Skills

Ability to deliver presentations suited to the characteristics and needs of the audience. Demonstrate competency with presentation software, content organization principles, presentation style, use of visual aids, speech writing, tailoring style/content to different audiences, etc.

Coaching, Counseling, & Mentoring

Ability to provide guidance and feedback to help a person or group strengthen their knowledge, skills and abilities to accomplish a task or solve a problem, which in turn would improve job performance. Demonstrate coaching, counseling, and mentoring skills through such tools and techniques as reflective listening skills, communication and goal setting.

Communication

Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.