Qualifications

Bachelor's degree or equivalent experience in a call centre or business-related field (e.g., management, sales, tourism) Minimum of 2 years Training Experience in a BPO setting Working experience with a premium account with either B2C or B2B is preferred. Knowledge on connected cars applications or any car-related process or CRM is an advantage. Knowledge on instructional design is an advantage. Usage of MS Office Typing speed: 30 wpm Language level- English (C2 to C1 Level)

Responsibilities

Facilitate a new hire class during pre-process and process training Facilitate necessary or required annual upskilling or refreshers with existing resources Create and facilitate knowledge tests with existing Specialists and Support group in Operations Complete all training requirements based on the program's specifications Coach new hire Specialists on their overall training and nesting performance Conduct mock scenarios on all channels available Govern the nesting process and complete deliverables on time Assess new hire performance during Nesting and mitigate with appropriate actions when necessary Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum Assist in creating and developing training materials when necessary Follow all steps of BEST T&D