The RTO Guest Trainer role is crucial for ensuring agents are well-trained and that operational processes are optimized for maximum efficiency and effectiveness within the call center/BPO environment. The job purpose is to ensure agents are well-trained and processes are optimized for efficiency and effectiveness.
Primary Responsibilities
Training Program Development:
- Design, develop, and implement comprehensive training programs for new hires and existing staff.
- Create training materials, manuals, and e-learning modules.
- Conduct training sessions and workshops to enhance agent skills.
Process Improvement:
- Analyze current team processes and identify areas for improvement.
- Develop and implement standard operating procedures (SOPs).
- Monitor and evaluate the effectiveness of process changes and make necessary adjustments.
Performance Monitoring:
- Track and assess the performance of agents post-training.
- Provide feedback and coaching to new hires to ensure continuous improvement.
- Collaborate with the Quality Analysts to align training with performance goals.
Compliance and Standards:
- Ensure all training programs comply with company standards and regulatory requirements.
- Maintain up-to-date knowledge of best practices in operations and training.
Team Collaboration:
- Work closely with team leaders to identify training needs and develop tailored programs.
- Support team leaders in managing and developing their teams.
Qualifications and Requirements
Candidates must possess the following:
- Bachelor’s degree or equivalent training, and/or at least 6 months related experience preferred.
- Previous experience of at least 2 years as a trainer in a call center/BPO setting.
- Proven experience in training and process management within a call center environment.
- Strong instructional design and training delivery skills.
- Excellent organizational and communication skills.
- Proficiency in training software and tools.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple projects and meet deadlines.
- Leadership and team-building skills.
- Adaptability and a commitment to continuous improvement.
