Learning & Development Officer

Role Overview

• 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
• 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, manages 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.

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