Consulting Engagement and Communications Practitioner

OVERVIEW:

The Pre-process trainer conducts New Hire training/ Floor Performance enhancement programs for the addition this position establishes and manages relationships for New Hire integration into the Company style of working. This position also promotes a team-oriented environment through people development strong leadership continuous improvement and cross-functional support. Primary responsibility is deployment of New Hire training. Secondary responsibility is supervision floor coaching reporting and leadership.

OBJECTIVE/PURPOSE: The objective of this position is to positively influence and manage New Hire training to effect training throughput and yield the highest capacity given customer/client service targets.

ROLES INCLUDED: Trainer Coach Recruiter Assessor Team Management Instructional designer for training content / New Hire curriculum

ACCOUNTABILITIES**: Assess relevant training needs for individuals and organization in consultation with departmental heads including assessment methods and measurement systems available. Stay informed as to relevant skill and qualifications levels required by employees for effective performance (Client and Internal requirements) and circulate requirements and relevant information to the organization / Leadership as appropriate. Work with CD Manager to produce plans to meet training and development needs and manage training delivery measurement and follow-up as necessary. Design training courses and programs necessary to meet training needs. Organize training venues logistics transport as required to achieve efficient training attendance and delivery. Plan and deliver training courses personally where necessary to augment that provided externally or internally by others. Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training. Recruit employees (as applicable). Ensure all training activities and materials meet with relevant organizational and statutory policies. Monitor measure and report on employees training and development plans and achievements within agreed formats and timescales. Develop self and maintain knowledge in relevant field at all times. Deploy TTTs as required by the organization. Interact with training vendors and attend related training conferences and seminars. Monitor calls and give feedback to teams assigned. Train assess and implement activities to effect improvement in E-mail writing skills and grammar. Implement language and culture modules training on a recursive basis to agents on floor. Calibrate with existing Coaches / Operations. Aid the Operations team in improving performance on customer service team motivation and teamwork. Ensure that the current knowledge is updated regularly through huddles monitoring etc.

JOB REQUIREMENTS AND QUALIFICATIONS: Education Graduation from an accredited college or university; or a level of education that together with experience and training enables the applicant to demonstrate the required knowledge and experience. Two or more years of professional related experience

SKILLS REQUIRED: Extensive soft skills training experience Culture Voice & Accent Grammar Customer Service Excellent Communication Skills - orally and in writing Instructional design Presentation Skills Computer/ MS Office skills Trend analysis and reporting People Management skills Critical problem solving and issue resolution Team supervision People Development Feedback & Coaching Behaviors key to the success of this position are: Continuous improvement focus result oriented Motivation Teaming and Collaboration Analytical thinking Ability to Plan and Prioritize Confidence Positive outlook Creative and innovative approach Adaptability Ability to exercise sound judgment within established guidelines Relationship Partnering