Job Pitch

?        Collaborate with client T&Q and Ops teams to ensure training delivery and methodology has impact on time to competency for non-tenured agents and make recommendations where improvement areas are identified.

?        Ensure that learning incorporates regional/cultural requirements such that solutions are adapted to unique geographical needs

?        Oversee the pilot programmes introducing new learning tools including course materials, presentations, etc. Report back on any findings to the Client teams with recommendations.

?        Mentor other instructors and training leads and design KPIs and quality standards to ensure that effectiveness of training is appropriately measured.

?        Use data analysis to identify training needs, support proposals, and spot trends

?        Prepare and deliver formal presentations for both internal and external stakeholders as needed

?        Work with operations leaders and stakeholders to identify opportunities and implement meaningful training strategies

?        Responsible for the reports below (not exhaustive) to clients on:

?        Recruitment numbers

?        NH Training Progress and throughput

?        LMS Completions and Pass/Fail rate

?        Nesting Certification Progress

?        30/60/90 day NH stats (post nesting)

?        Upskill or Remedial Training needs / Progress

?        Maintain Training Pipeline and trackers

?        Identify trends  to assist in our CES, FCR goals

Job Description

●        Collaborate with client T&Q and Ops teams to ensure training delivery and methodology has impact on time to competency for non-tenured agents and make recommendations where improvement areas are identified.

●        Ensure that learning incorporates regional/cultural requirements such that solutions are adapted to unique geographical needs

●        Oversee the pilot programmes introducing new learning tools including course materials, presentations, etc. Report back on any findings to the Client teams with recommendations.

●        Mentor other instructors and training leads and design KPIs and quality standards to ensure that effectiveness of training is appropriately measured.

●        Use data analysis to identify training needs, support proposals, and spot trends

●        Prepare and deliver formal presentations for both internal and external stakeholders as needed

●        Work with operations leaders and stakeholders to identify opportunities and implement meaningful training strategies

●        Responsible for the reports below (not exhaustive) to clients on:

●        Recruitment numbers

●        NH Training Progress and throughput

●        LMS Completions and Pass/Fail rate

●        Nesting Certification Progress

●        30/60/90 day NH stats (post nesting)

●        Upskill or Remedial Training needs / Progress

●        Maintain Training Pipeline and trackers

●        Identify trends  to assist in our CES, FCR goals

Qualification Required

• College Graduate