Training Lead
San José
hace 3 días

Job Description

Training Lead Costa Rica

In this role, a Training Lead is expected to deliver class room sessions, hands on sessions; develop and update existing or new modules for customer service, contact center framework, conduct train the trainer program, create and update questionnaire to improve learning, mentoring team members and the trainers with an objective to improve process knowledge as well as behavioral and professional competencies.

Location for this position is Costa Rica.

Basic :

  • At least 4 years of experience in call center / contact center
  • Advance level in English language C1 minimum
  • Must have experience in :

  • Analyzing and identifying specific training needs for the project
  • Defining course objectives, modules, deliverables, define prerequisites, estimate training time (preparation & delivery);
  • identifies the mode of delivery in order to design the course

  • Planning the development and update of existing or new courses, improves the course material based on the feedback from the customer and the operations team
  • Planning training delivery customize artefacts, plans conduct activities facilitate learning
  • Creating and review question banks related for specific processes to improve understanding of the process amongst the team
  • Researching the current trends in the market and make the necessary changes to the training material as required
  • Desired Experience :

  • L1 / L2 Technical helpdesk
  • Delivering English accent trainings
  • About Us

    Infosys BPM, the business process management subsidiary of Infosys (NYSE : INFY), provides end-to-end transformative services for its clients across the globe.

    The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.

    Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

    Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

    The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others.

    Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.

    The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

    The company’s senior leaders contribute widely to industry forums as BPM strategists.

    EOE / Minority / Female / Veteran / Disabled

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