• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment

• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities

• Accountable for achieving individual training performance metrics

• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)

• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations

• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients

• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids

• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation

• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis

• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred

• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)

• Strong communication skills, both written and verbal

• English Intermediate-Advanced

• Proficient in Microsoft Office

• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable

• Self-starter, sense of urgency, and works well under pressure

• Strong attention to detail

• Sense of professionalism and ability to develop good relationships

• Employment stability

• Growth opportunities

• Benefits above the law

• Friendly work environment