Role Functions

• Responsible for conducting product, upskills and language training to new hires and evaluating their performance based on competencies.
• Assess training needs, determine learning gaps (Training Needs Analysis), recognize learning opportunities, develop and deliver training/coaching to affect performance.
• Effectively facilitate learning using a wide variety of delivery methods appropriate to the audience/situation, including instructor‑led training, workshops, job aids, net meetings and e‑learning.
• Provide post‑training support, follow up and coaching to frontline employees and team members.
• Perform other tasks that may be required by operations and clients.
• Create and/or revise or enhance training modules specific to the account.
• Create and facilitate training programs that enhance agents' skills and knowledge about the project.
• Send daily/weekly/monthly reports in regards to train...