TRAINER

Role: TRAINER

Main Objectives and Duties:

1. Training Delivery / Facilitation

• Delivers training program to new hires prior to 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 problems or needs 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 Expert on a specific area of support.
• Escalates issues to Miami Business owners for resolution.

Qualifications:

• 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.

Job Summary / Area of Expertise (Skills):

Competencies:

• Data Management: Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes.

• Training, Teaching & 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.

• Presentation Skills: Ability to deliver presentations suited to the characteristics and needs of the audience. Competency with presentation software, content organization, visual aids, speech writing, and tailoring content to different audiences.

• Coaching, Counseling, & Mentoring: Ability to provide guidance and feedback to help individuals or groups strengthen their knowledge, skills, and abilities to improve job performance. Demonstrates reflective listening, communication, and goal-setting skills.

• Communication: Knowledge and skill to transmit and receive information clearly through various channels and media.