Universal Trainer

Responsibilities:

• Designs, plans, organizes, or directs orientation and training programs for employees to strengthen their interpersonal, communication, and soft skills

• Develops various role-playing activities that allow participants to realize their shortcomings and take action to correct them

• Assesses the weaknesses and strengths of individuals and customizes trainings as needed

• Conducts refresher trainings to tenured agents for long-term improvement of employees’ skills enabling them to fulfill their potential within the company

• Conducts Training Need Analysis (TNA), performance development, and other training related strategies

• Takes supervisory/ complaints, queries, or calls, provided that Customer Care Specialists already tried to take the call and exhausted all resources

• Escalates unresolved cases to the appropriate department efficiently

• Performs adhoc tasks/ projects as the need arises

• Participates in calibration actively to ensure consistent scoring and feedback delivery approach

Qualifications:

• Must be a college graduate of any 4-year course

• Must have experience in teaching, training, and other instructional roles

• Must have strong knowledge in MS Office applications (MS Word, Excel, PowerPoint, Visio)

• Must have knowledge in Training Needs Analysis, Gap Analysis, Performance Development, planning and other training-related strategies

• Must have excellent presentation skills and ability to relate and get the best out of people

• Must have excellent verbal and written communication skills

• Must have high comprehension and great analytical skills

• Must have strong organizational and team management skill

• Must have good interpersonal skills

• Must be able to develop modules, infodocs and handouts

• Must be able to train, mentor, motivate, and coach people

• Must have web hosting experience