Learning & Development Officer (USA)

Helpware•Orlando, FL

45d

About The Position

About Us Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. Position Overview: The trainer’s main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

Requirements

At least 1+ years of experience in BPO or call center training or learning & development
Outstanding verbal and written communication in business terms
Capability to maintain the highest confidentiality around company proprietary information
Ability to multitask and prioritize
Solid problem-solving skills
Strong organizational skills
Quick thinkers & able to adapt
Highschool diploma or equivalent
Availability to travel 80% of the time

Responsibilities

Creates lesson plans for training delivery
Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client)
Prepares materials and resources for training delivery
Reserves training room and equipment
Checks equipment and networks for functionality and access
Reviews and masters all content and activities for instruction.
Provides clear instruction using a variety of techniques and activities
Enforces adherence and attendance of participants
Maintains a positive learning environment
Evaluates learning and mastery of content, skills and procedures
Provides feedback and guidance to learners
Enforces company rules and policies during training hours.
Completes daily, weekly, and end of training reports and submit to all pertinent parties
Signs off trainees with individual reports to the operations supervisor
Records and explains training attrition
Recommends changes to curriculum, methods or activities based on observations during training delivery.
Partners with QA to determine areas of opportunity in CSR performance
Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs
Recommends training initiatives to support operations in surpassing KPIs and metrics
Develops action plans to remedy deficiencies.
Takes calls meeting the account weekly quota
Performs quality audits to meet the account weekly quota
Attends calibration sessions
Reads all new processes and procedures provided by the client and/or operations
Receives refresher training as necessary
Remains informed and current in instruction practices, teaching methodologies and training best practices.
Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff
Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client)
Develops training materials to ensure documentation is current and relevant given market changes and evolution
May contribute to the design of training events and learning solutions
Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder
Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.