Operations Trainer

3 weeks ago


Manila, National Capital Region, Philippines Enshored Inc. Full time

DUTIES AND RESPONSIBILITIES

Planning and Preparing

Prepare materials, resources, and agenda for training delivery.Reviews, evaluates, and modifies (if necessary), the training curriculum.Training DeliveryProvides clear instruction using a variety of techniques and activities.Enforces attendance and adherence of trainees.Maintains a positive learning environment.Evaluates learning and mastery of process/skills.Provides feedback and guidance to trainees.Enforces company rules and policies.Training ReportsCompletes daily, weekly, and end of training reports.Tracks and manages performance of the class.Send a hand-off/endorsement file to Operations.Needs Analysis.Recommends changes to curriculum/activities based on observations during the training delivery.Measures the effectiveness of training using various feedback methods – FGD, interviews, and surveys that will lead to enhancement of training resources/materials.Partner with QAs to determine the areas of opportunity of trainee's performance.Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs.Recommends training initiatives/projects to support Ops in meeting/exceeding KPIs/metrics.Develop action plans to address opportunities.Keeping the skills aliveTake calls/chats/tickets.Performs QAAttends calibration sessions.Reads all new processes and procedures provided by the client/Ops.Receives refresher training/T3 as necessary.Participates and contributes to continuous learning culture by maintaining engagement on change management, product and service releases, policies, processes, and procedures.OthersSupports all areas of account operations to provide knowledgeable, competent, and motivated trainees.Maintains training materials to ensure documentation is current and relevant.May contribute to the design and development of training materials.Other tasks assigned by Supervisor and/or Manager.Additional skill required for the program/s that the trainer is supporting.
MINIMUM REQUIREMENTS AND QUALIFICATIONSAt least two years of experience in developing and facilitating process training; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.Knowledge on training needs analysis.Proficiency with all Microsoft Office and/or Google Suite applications.Demonstrates problem-solving and decision-making skills in dynamic environments.Proven ability to coach or teach and guide the development process of agents.Demonstrates strong written and verbal communication skills; is comfortable delivering presentations to a wide range of audiences.Must be able to work autonomously and balance multiple programs/accounts simultaneously.

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