Training Analyst

Job Brief

The Training Analyst plays a pivotal role in molding employee performance and development throughout the organization. Working hand in hand with Operations this position guarantees that training initiatives align with the companys strategic objectives directly impacting its bottom line by boosting employee efficiency optimizing processes and enriching customer interactions. Moreover by nurturing a collaborative atmosphere and offering corrective training as needed the Training Analyst cultivates strong morale and drive among employees amplifying their collective impact on the companys prosperity.

Key Responsibilities:

Facilitation:

• Conduct training sessions and workshops for employees.
• Facilitate discussions and activities to enhance learning and skill development.

Instructional Design:

• Demonstrates effective strategy in conducting Training Needs Analysis.
• Design training materials presentations and activities.
• Ensure content is engaging informative and aligned with learning objectives.

Performance Improvement:

• Continuously monitor the performance of agents on the floor based on campaign requirements and key performance indicators (KPIs).
• Provide tailored feedback to address identified performance gaps and optimize outcomes.

Performance Coaching:

• Conduct regular one-on-one feedback sessions with agents to discuss their performance strengths and areas needing improvement.
• Provide encouragement motivation and support to agents to help them overcome challenges and stay focused on achieving their performance goals.

Capability Development:

• Assess individual training needs and skill gaps.
• Develop tailored training plans to enhance employee capabilities.

Compliance and Reporting:

• Ensure training programs comply with relevant policies and regulations.
• Maintain accurate records of training activities and outcomes for reporting purposes.

Quality Assurance:

• Monitor the quality of training delivery and content.
• Implement improvements to enhance the effectiveness of training programs.

Collaboration and Communication:

• Collaborate with Operations and other stakeholders to align training initiatives with organizational goals.
• Communicate effectively with employees to ensure understanding of training objectives and expectations.

Professional Development:

• Continuously improve facilitation and instructional design skills through professional development activities.
  

Qualifications:

• Bachelors degree of a 4- or 5-year course
• Proven experience in training and development preferably in a customer service or call center environment.
• Excellent communication skills both verbal and written with proficiency in grammar and accent neutralization.
• Strong interpersonal skills with the ability to build effective relationships at all levels of the organization.
• Demonstrate strong business acumen by delivering measurable results through training deliverables.
• Exhibit leadership abilities and a proactive approach to problem-solving.
• Show reliability and dependability by consistently meeting training session schedules deadlines and stakeholder commitments.
• Ability to work independently and collaboratively in a fast-paced dynamic environment.
• Experience with learning management systems and other training tools/software is a plus.

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say I work at Select VoiceCom and think its a great place to work! The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!

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