- Facilitates BFSI training for employees on all aspects of client projects (new hire, progression and enhancement training)
- Develops curriculum to support classroom training and alternative training
- Provides feedback on existing curriculum for training improvements
- Develops non-classroom communication and training materials
- Analyze course materials and learner information
- Assure preparation of the instructional site
- Establish and maintain instructor credibility
- Manage the learning environment
- Demonstrate effective communication skills
- Demonstrate effective presentation skills
- Demonstrate effective questioning skills and techniques
- Respond appropriately to learners needs for clarification or feedback
- Provide positive reinforcement and motivational incentives
- Use instructional methods appropriately
- Use media effectively
- Evaluate learner performance
- Evaluate delivery of instruction
- Report evaluation information
- Assesses class and individual agent level performance
- Demonstrates patience with all types of learners
- Coaches employees one on one
- Conducts pre and post training surveys where applicable
- Works with supervisors to address employee performance gaps
- Participates in client interaction (includes effective curriculum feedback and client visits)
- Through demonstrated individual performance, promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
- Performs other related duties and assignments as required and as assigned by supervisor or manager
Required Skills:
- Strong BFSI experience
- Highly self-motivated; able to work well with little or no supervision
- Very Creative, Resourceful, Reliant and Committed
- Values: Integrity, Professionalism and Teamwork
- Excellent written and verbal communication skills
- Strong Leadership Skills
- Strong Time-Management and Organizing skills
- Strong Facilitation and Presentation Skills and has the ability to assess and provide feedback
- 1 year Adult Education Experience Required
- Can multi-task and can adapt and change to various roles and responsibilities
- College Degree earned from a reputable institution
- Flexible schedule. Able to work night shift.
- 1 Year Call center Experience./ Outbound and Inbound experience preferred.
- 6 months previous customer service experience and strong BFSI experience
- Excellent written and verbal communication skills consistent with - - North American business standards.
- Must have availability to work various shifts influenced by current business needs.
- Willingness to travel.
- Computer proficient.