Job Purpose
The RTO Guest Trainer will be responsible for ensuring agents are well-trained and processes are optimized for efficiency and effectiveness.
Primary Responsibilities
Training Program Development:
Design, develop, and implement comprehensive training programs for new hires and existing staff.
Create training materials, manuals, and e-learning modules.
Conduct training sessions and workshops to enhance agent skills.
Process Improvement:
Analyze current team processes and identify areas for improvement.
Develop and implement standard operating procedures (SOPs).
Monitor and evaluate the effectiveness of process changes and make necessary adjustments.
Performance Monitoring:
Track and assess the performance of agents post-training.
Provide feedback and coaching to ensure continuous improvement to new hires.
Collaborate with the Quality Analysts to align training with performance goals.
Compliance and Standards:
Ensure all training programs comply with company standards and regulatory requirements.
Maintain up-to-date knowledge of best practices in the operations and training.
Team Collaboration:
Work closely with team leaders to identify training needs and develop tailored programs.
Support team leaders in managing and developing their teams
Qualifications
Bachelor's or equivalent training and/or least 6 months related experience preferred Experience
Previous experience of at least 2 years as trainer in a call center/BPO
Strong analytical and problem-solving abilities.
Ability to manage multiple projects and meet deadlines.
Leadership and team-building skills.
Adaptability and a commitment to continuous improvement.
Proven experience in training and process management within a call center environment.
Strong instructional design and training delivery skills.
Excellent organizational and communication skills.
Proficiency in training software and tools.