A Training Specialist is effectively responsible for learning & becoming proficient in assigned processes. This person will not only deliver training as needed but also will be in charge of assessing knowledge among the trainees and communicating results on a regular basis to all the parties involved.
A trainer will be responsible for overseeing all day-to-day efforts of maintaining all SOP’s up to date. Plan, coordinate and monitor the flows of all processes as new associates are hired.
Trainer will hold continues calibration meetings with all Business Owners, Subject Matter Experts, Team Leads and Supervisors on any modification of processes & communicate those accordingly.
Duties and Responsibilities
Provides all standard operation procedure and manual to new hires staff and any tools that may be required to accomplish the training.
The new hires will be tested and feedback giving to supervisory staff as well as Senior Management for calibration of class.
The trainer follows up and review new hires performance with the supervisory staff to accomplish learning curves (production & quality).
Evaluates new hires knowledge and understanding and to reinforce any potential weaknesses that might requires additional training.
Attend weekly, bi-weekly, monthly meeting with support staff and Business Owners and Senior Management
Works with QA to develop action plans for Outliers.
Creates assessments to leverage knowledge among agents.
Uses existing procedures to make routine decisions
Analyzes discreet sets of information in routine situations
Follows established processes or work plans and taking direction from others
Manage performance of staff using best-in-class company practices, including proactive coaching and up skilling to develop, empower and refine skill sets of trainees.
Requirements and / or Experience :
Excellent understanding of the US Consumer business would be a plus.
Outstanding communication skills both written and verbal
Team Player, Adaptable, Proactive.
Excellent people skills (soft skills)
Excellent interpersonal conflict resolution skills.
Basic MS Office Skills (Excel, Power Point, Word)
English level C1
Bachelor Degree in Education or related field
At least one year in current position.
Be in good standing. No PIP or disciplinary measures in the last six months.
Primary Location : CRI-Heredia
Function - Fulfillment / Operations
Schedule : Full time