Main Objectives and Duties

1. Training Delivery / Facilitation

• Delivers training programs to New Hires prior to endorsement to Nesting.
• Answers trainee questions in a timely manner.
• Ensures training rules and regulations are strictly followed.
• Provides coaching on specific development areas of trainees.

2. Setting of Training Expectations

• Provides an overview of the training flow.
• Encourages total participation and interaction during training sessions.

3. Participation in Training Design

• Suggests new ideas to improve training programs and delivery methods.

4. Training Needs Assessment

• Identifies training gaps, problems, or needs of trainees and training programs.
• Seeks solutions to improve learning outcomes and overall performance.
• Participates in program evaluations.
• Monitors agent performance in collaboration with the assigned mentor.

5. Reports

• Compiles training reports.
• Maintains training documents such as quizzes, exam links, and manuals for internal and external audits.

6. Meetings and Conferences

• Attends calibration sessions, meetings, and conference calls.

7. Information Dissemination and Escalation

• Acts as a Subject Matter Expert (SME) on a specific area of support.
• Escalates issues to Miami Business Owners for resolution.

Qualifications

• College graduate of any course or equivalent.
• At least 6 months to 1 year of work experience in training and development, preferably in a call center setting.

Skills and Areas of Expertise

Training, Teaching, and Instructing

• Ability to train, teach, or instruct employees by providing information on procedures, standards, quality parameters, practices, equipment operation, and software programs.
• Ability to seek, develop, and deliver relevant training to support employee growth and performance improvement.

Presentation Skills

• Ability to deliver presentations suited to the needs and characteristics of the audience.
• Proficient in presentation software, content organization, presentation style, visual aids usage, and speech writing.

Coaching, Counseling, and Mentoring

• Ability to provide guidance and feedback to strengthen skills, knowledge, and performance.
• Demonstrates coaching and mentoring techniques such as reflective listening, communication, and goal setting.

Communication

• Ability to effectively transmit and receive information through various channels.
• Communicates clearly to ensure understanding by individuals and groups.

Data Management

• Ability to plan, develop, and manage data storage and retrieval systems using accepted data models, standards, and processes.