Essential Functions

• Classroom Management/Modules/Up-training/Initiatives/Quality

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents.

• Monitors and completes daily attendance tracking during the entire process training until nesting.

• Formulates effective activities, exercises, or assessments for learning improvement.

• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement.

• Ensure compliance to client and organizational policies and procedures.

• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers, and trainees/agents.

• Deliberate to identify new hires’ needs in training and nesting.

• Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations.

• Deliver the training content/context based on the agenda/curriculum.

• Demonstrate effective leadership to individuals including new hires and tenured agents.

• Implement and demonstrate efficient training methods.

• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs.

• Participate in client calls and visits with the supervisor’s guidance.

• Collaborate with the quality and operations teams for process improvement.

• Conduct team huddles and provide floor and online support on process updates.

• Develop and implement an effective system for process updates as and when required by the process/clients.