Position Title: Senior Trainer

Summary/Objective: This position has the responsibility of identifying, designing, and developing appropriate training solutions and deliver training for both the new entrants and existing employees there by leading to performance improvement. In addition, this role will also be responsible for analyzing the training needs by understanding the existing Skills inventory and the required Skills Inventory and to design, develop training framework to address the knowledge and Skill gaps of employees at all levels leading to performance improvement.

Essential Functions:

• Conduct Foundation/ Product / Process training for new agents as per the business requirement
• Prepare and Maintain knowledge base articles on product and processes
• Track and Report Training /Trainee progress
• Maintain high level adherence to policies, procedures and processes
• Prepare and Administer Training Need Analysis (TNA) /Skill gap assessment and conduct refresher training for tenured agents as per the need
• Design curriculum, develop content, Role plays& case studies
• Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended
• Ensure learner satisfaction, their learning and application on the job
• Monitor, Track, Measure and Manage effectiveness of training programs
• Periodically upgrade Knowledge & Skills on new/ emerging services
• Ensure Quality requirements for are taken care and ensure compliance.
• Ensure Calibration & Coaching of on floor agents
• Manage the training needs & Quality at the Project level
• Ensure a closed loop feedback system between Training & floor in maintained

Other Functions:

• Excellent Presentation and Delivery Skills
• Effectively manage the classroom environment in a positive and professional manner
• Ability to monitor, coach, and mentor team learners
• Must have good organizational and prioritizing skills
• Excellent understanding of LOB specific Products & Processes
• Ability to effectively navigate all project specific websites
• Excellent understanding of Escalation Matrix and the Escalation process
• Knowledge on Project related metrics

Work Environment/Physical Demands:

• Prolonged sitting at a desk in a supportive office chair.
• Classroom training will require prolonged in classroom facilitation session
• Remote trainings sessions will involve long durations in front of the computer
• Work in a call center environment and maintain required business hours.

Working Hours: Monday through Friday, 6:00 AM to 5:00 PM Pacific Time; may be required to work other shifts to meet customer needs

Required Education/Experience and Competencies:

• High School or GED required
• 4 - 5 years of experience as a trainer in call center environment (or equivalent) is desired
• Domain Knowledge: Experience training learners on Automobile Domain & Lemon laws is a must
• Personality attributes: Outgoing, empathetic, patient, pleasant and calm
• Willingness/ability to work overtime to support customers/learners, as needed
• Exhibit strong interpersonal skills
• Client interfacing skills
• Telephone communication skills; remain empathetic and courteous while leading classrooms sessions and when dealing with Stakeholders
• Excellent time management skills, be accountable for and properly work time and break time
• Basic Knowledge on MS Office Tools (Should be able to prepare Process Documents Reports and Presentations)