About the Opportunity
- Conduct onboarding, refresher, and knowledge-sharing training sessions for both new hires and existing employees.
- Lead workshops and interactive learning activities to enhance engagement and retention.
- Provide daily guidance, coaching, and real-time support to trainees during their nesting phase.
- Observe trainees’ performance on the floor, identify gaps, and escalate recurring performance issues to the Training Lead/Manager.
- Collaborate with Subject Matter Experts (SMEs) and team leaders to ensure the practical application of acquired knowledge.
- Maintain accurate records of training attendance, assessments, and nesting observations.
- Provide structured feedback and progress updates on trainees to the Training Lead/Manager.
- Suggest improvements to training delivery and facilitation methods (without being responsible for training design).
- Align with the Training Lead/Manager on training schedules, priorities, and content delivery plans.
- Assist in executing training programs in line with organizational goals and objectives.
What You Need to Be Successful
- 1–3 years of experience in training facilitation, preferably within a contact center or BPO environment.
- Proven experience in delivering new hire inductions, refresher training, or coaching during the nesting phase.
- Experience working with cross-functional teams and reporting trainee progress to management.
- Experience in documenting training activities, maintaining training records, and supporting training operations.
- Bachelor’s degree in Business Administration, Human Resources, Education, or a related field (or equivalent work experience).
- Strong facilitation and presentation skills, with the ability to deliver engaging and interactive sessions.
- Effective coaching and feedback skills to support trainee learning and development.
- Excellent verbal and written communication skills.
- Strong observation and assessment skills to identify performance gaps.
- Collaborative mindset with the ability to work effectively with SMEs, Training Leads, and Operations teams.
- Excellent organizational and time management skills to handle multiple training programs and documentation efficiently.