Training Facilitator

2 days ago

Manila, National Capital Region, Philippines beBeeSupport Full time ₱800,000 - ₱1,200,000

The role of Proctor is a crucial position that provides support to new hire classes in a proctor capacity. This role is part of a global program aimed at enhancing the learning experience of new hires.

Key Responsibilities
  • Classroom Management and Support:
    • Monitor the classroom throughout the day.
    • Check on agents' behavior in class, including level of engagement, agents not paying attention to training, and agents who do not appear in the training environment.
    • Assist new hires with technical concerns, such as system issues, camera problems, connectivity, and so on.
    • Assist trainers in ensuring that all new hire classes are on the same page during facilitation and activities by identifying new hires with raised hands for questions, new hires who are disengaged or confused, and so on.
    • Minimize interruptions during class by muting agents who are off mute while others are speaking and calling out unnecessary background noises.
    • Administrative Tasks:
      • Add system issues to the Daily Event Journal (DEJ).
      • Document agent attendance issues.
      • Update lesson completion records.
      • Help trainers with breakout rooms.
      • Get everyone to breakout rooms and back to the main session.
      • Monitor breakout rooms for agent participation and task completion.
      • Complete any administrative tasks assigned by the trainer.
      • Coordinate interactions between HR, IT, and Operations with agents.
      • Coordinate classroom visitors.
      • Set up activities.
      • Login testing:
        • Take attendance at the start of class each day, after breaks, and lunch.
        • Serve as timekeeper of the class.
        • E nsure the trainer has accurate agent hours.
        • Monitor agent breaks or time away from the class that is not planned or longer than planned.
        • Assist the trainer in verifying new hire class identity through camera.
      • Technical Assistance:
        • Help with IT issues and troubleshooting.
        • Submit IT tickets and follow up on them.
          • If tickets are submitted, add them to the DEJ.
        • Boost Engagement:
          • Encourage participation.
          • Acknowledge correct and incorrect responses with praise and emojis.
            • Call on agents in chat to speak up with responses.
            • Praise agents with badges for their accomplishments.
            • Use emojis to show reaction to agent responses.
          • Provide feedback to the trainer on class engagement and group dynamics.
        • Off-Class Duties:
          • Proctors not in class are expected to take phone calls until a class is assigned.
          • Proctors may attend trainings as leadership development opportunities when not in class.
        Benefits
        • This role offers the opportunity to work in a dynamic environment where you can make a real difference in the learning experience of new hires.
        • You will have the chance to develop your skills and knowledge in a supportive team environment.
        • This role is ideal for individuals who are passionate about education and customer service.
        Others
        • We offer a comprehensive training program to ensure that our Proctors have the skills and knowledge needed to excel in this role.
        • Our team is dedicated to providing ongoing support and resources to help our Proctors succeed.

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