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 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 (SME) 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 of work experience in training and development, preferably in a call center setting.

Competencies
Data Management

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

Training, Teaching & Instructing

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

Presentation Skills

• Ability to deliver presentations suited to audience needs.
• Demonstrates competency in presentation tools, content organization, visual aids, and communication style.

Coaching, Counseling, & Mentoring

• Ability to guide and provide feedback to improve knowledge, skills, and performance.
• Uses techniques such as reflective listening, communication, and goal setting.

Communication

• Ability to clearly transmit and receive information across various channels and media.

Education

Bachelor’s Degree