Communication Trainer

4 weeks ago


Mumbai, India Sitel Full time

**Date**:Jun 19, 2023

**Location**: Mumbai, AP, IN, 400072

**Company**:Foundever

**JOB** TITLE**:Communication Learning Specialist**

**Summary of Primary Job Responsibilities**: _(may be used to create job postings)_
- _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._

Education _(if beyond High School or equivalent)_: _)_: _Degree, professional qualification or equivalent directly related work experience._

Experience Target _(in this job or a related function/field: _2-3 years proven success as an internal/external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment. Solid understanding of training processes and practices for adult learners. Experience in benchmarking HRD best practices._

Skills: _(identify essential skills required, and identify additional skills that enable success in performing this job)_
- _Background in MCP - minimum 2000 and/or Windows XP and 2003._ _
- _Proven client relationship skills. _
- _Well-developed consultancy skills. _
- _Delivering and facilitating learning and development interventions._ _
- _Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials. _
- _Ability to design and evaluate learning material - create a facilitators guide and participants material to support technical programs. _
- _Experience in coaching, mentoring and developing others in a complex, fast paced environment._
- _Results driven to achieve key objectives at a corporate and site level._ _
- _A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions. _
- _Excellent interpersonal, organization and time management skills. _
- _Excellent listening, oral, and written communication skills._
- _Ability to deliver both UK and US content_

Knowledge/Abilities: _(describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)_
- _Strong background in Customer Service industry (call center preferred, but not essential). _
- _Good judgment and the ability to express thoughts clearly and simply._
- Special Certifications _(if appropriate-identify if required to perform the job or just preferred):_
- Training and Development qualifications strongly preferred._

Travel Required _(typical % of time, scope of travel (in country, international), transportation mode, special issues)_:
Some travel and overnight stays (in country) required to support other sites.

Other: _(if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing_ _this job that



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