Job Description

Job Responsibilities:

• 
  Ensure the effective delivery of training courses, programs and sessions
• Responsible for controlling all training performance targets and for improving failed metrics if any.
• Responsible for the technical development for all training executives and senior executives.
• Planning and implementing all training surveys to identify areas of improvement and provide trainees
  feedback.
• Designing required training courses programs or sessions according to staff knowledge and skills
• Liaises with external course providers to be updated with last training techniques and programs.
• Selects appropriate instructional procedures or methods such as individual training, group instruction, self-study, lectures, exercise, role play and computer based training.
• Ensure that all training manuals, materials, references, library are always updated.
• Maintain records/reports and prepare statistical reports to evaluate performance and monitor progress
• Provides pre operational feedback to HR and OP on new agents and their fitness for performing duties
  required in their respective projects.
• Communicates regularly with operations to assess agents needing training and delivering required new and
  refresher classes personally or through available trainers
• Review the performance of trainers and coaches their results and gives them direction for ongoing
  performance improvement
• Delivers training/coaching & OJ training for new/existing call center staff.
• Oversee all the activities of own team to ensure high performance levels and efficient implementation.
• Responsible for the professional development of own team and ensure it is aligned with the organizational
  career progression and succession plans.
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching
  and action plans required to achieve objectives.