EASTWOOD | Product Trainer

Responsibilities and Tasks

Skills and Knowledge

·         Represent Majorel and the client in a professional manner

·        Adhere to local call center processes and accurately capture work load

·        Knowledge of Majorel offer - high-level knowledge all supported (Microsoft / other) LOBs

·        Knowledge of call center processes including utilization tracking  – time tracking tool taxonomy, functions, reports, impact on invoice etc.

·        Responsible for developing different modules to address identified training needs - combining program knowledge and soft skills

·        Create learning training content (concepts, material and schedules) and KB content that support both program / process / tool knowledge on the one hand and soft skills / communication skills on the other hand; ensure that both are  knowledge and skills are adequately aligned and up to date

·        Document and issues and updates constantly; pass on updates to the team through alerts and update trainings; maintaining curriculum update process

·        Create knowledge and skills tests and ensure they are rolled out as intended

·        Ensure training evaluation (test and feedback mechanisms) within and after the training is done as per designated process

·        Translate/transform given training needs into learning objectives and actions how to achieve them

·        Ability to create and update a training plan/ curriculum

·        Knowledgeable of how people learn principles

·        Know, understand and is able to use different training delivery methods, forms and styles

·        Ability to create, structure and priorities training content, materials, exercises and tests by in cooperating product, process and soft skill knowledge

·        Create eLearning and blended learning content

·        Know measures to create effective test and scoring

·        Know training schedule standard template

·        Knows, understand and can apply training evaluation process

·        Knows, understands and uses the training material and curriculum update process

·        Update processes – CR, RIA, TTT, issue log

·        Ability to create, edit and delete VKB/KB articles (technical skill)

·        Ability to create training aids (handouts, scavenger hunts, job aids) and  KB/KMS content
 - best structure

- visualization

- tailored purpose

·        Use of iposo eLearning tool and reports

·        Responsible for autonomously delivering both soft skill and technical training to new hires, existing agents, support staff and overhead roles

·        Responsible for tracking all training activities in the appropriate templates and/or tools (e.g. TDB training section or MSLMS)

·        Training delivery skills/facilitation skills  in different learning environments ( class room, blended learning)

- visualization

- guide discussion

- involve participants

- presentation skills

- recognize learning styles and group dynamics and flexibly adapt methods and pace to requirements

·        Feedback skills

·        Ability to handle conflicts; escalate

·        Time management

·        TDB or equivalent tool -  training /assessment section usage and reports

·        Participate in TTT sessions and other training or knowledge-related client meetings and follow up on issue logs; actively participates in new / revised process and document reviews

·        Regularly do frontline work to maintain working knowledge of the program and tools

·        Knows and understand and act according to internal and external communication as well as internal and external escalation procedures

·        Effective communication towards trainees/co trainers/management/ client

·        Ability to take calls

·        Assist Solution Coaches, assist with calibration for monitoring; may back up SC; One-to-one coaching

·        Understand operational [Ops & Quality] KPIs knowledge of survey process (data flow; filters, rules, questionnaire) and standard CSAT reports (trend charts, agent performance, driver chart…)

·        Ability to monitor and coach:
 - Calibrating with monitoring form; coaching; SC skills

·        Verbatim categorizer and/or CAT tool

·        Verbatim / case category calibration, analysis process; appeal process if applicable

·        Action plan structure – internal and client-facing

·        Basic knowledge of HR processes for CSR-level actions – limitations, bonus and incentive structure

1) Rules and other guidelines provided by employer

2) protecting personal, client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship

3) informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing

4) assuring through following all policies and guidelines the appropriate use of the information and information systems and its resources

5) following information security and privacy protection responsibilities written in the authorization annex

6) participating in the trainings organized by the Employer, including trainings for protection and processing of data

·      Proficient knowledge of processed and policies and willingness to ably those; ability to "lead by example"