Process Trainer

2 months ago

Mumbai, India Foundever Full time

_Lead and direct the learning culture and vision in New hire batches_
- _Develop/implement training programs for New hire agents. _
- _Support the Learning manager by providing development to the on-site front line in order to deliver business objectives. _
- _Manage training programs and the learning experience for adult learners in a site. _
- _Support development programs. _
- _Recruit, hire, train, manage, appraise and develop a team of trainees to enable them to progress effectively. _
- _Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching. _
- _Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results. _
- _Design learning strategies to fill needs as identified through analysis and in partnership with the Site Quality Team. _
- _Conduct most complex training classes. _
- _Develop evaluation and validation instruments to collect and interpret data, assessing program needs and training program effectiveness. _
- _Identify skill and knowledge requirements for agents through analysis of data from multiple sources. _
- _Develop standards for monitoring Agents/Advisors. _
- _Ensure that feedback programs provide Agents/Advisors with guidance to correct problems. _
- _Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate. _
- _Actively pursue self-improvement opportunities. _
- _With regard to compliance, the incumbent:_
- Proactively manages and is responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone._
- Takes personal responsibility to u_nderstand and comply with all company and client security requirements and policies._
- Ensures that all team members (Sitel or agency/contract) comply fully with the security policies and requirements of Sitel and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified._

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