DUTIES AND RESPONSIBILITIES:
* Regularly work with large groups of trainees, presenting information clearly, checking for understanding, and incorporating feedback where possible.
* Collaborate with client training departments to ensure smooth transitions during new ‘go lives’ and help integrate client business processes.
* Work with various stakeholders across the company to ensure a seamless and consistent onboarding experience for new team members during recruitment, training, and basecamp phases.
* Design and maintain training materials, such as handouts, manuals, exercises, assessments, and exams.
* Prepare learning environments, set up IT and phone equipment, arrange seating, share documents, and publish schedules.
* Deliver and facilitate training programs, demonstrating excellent written and verbal communication skills.
* Collaborate with team managers, POCs, agents, and other stakeholders to identify training and performance requirements.
* Assess the effectiveness of training programs and learning outcomes, ensuring continuous improvement.
* Continuously evaluate agent call and case handling to maintain high standards of quality and customer service.
* Maintain records of learner development and resource allocation to ensure proper tracking and documentation.
REQUIREMENTS:
* Native/ fluent in English (C1), both verbal and written.
* Exceptional verbal and written communication skills, with the ability to deliver clear and effective training programs.
* Excellent listening skills and empathy for the needs of agents, management, and clients.
* Ability to work flexibly with both groups and individuals, tailoring communication and training styles to different learner types.
* Skilled in balancing the needs of new hires and tenured team members, keeping them engaged and motivated throughout the training process.
* Ability to address participant concerns and direct them to appropriate departments when needed.
* Strong focus on achieving set goals and targets, demonstrating drive for results.
* Ability to build and maintain collaborative relationships with internal and external stakeholders.
* Comfortable with setting up and using IT and phone equipment for training purposes.
OFFER:
* Opportunity to collaborate with top brands in the market
* Attractive remuneration package
* Private medical healthcare
* Corporate social responsibility events throughout the year
* Ongoing professional development opportunities
* Relocation support if necessary
* Dedicated and motivated team