Training Specialist

Training Specialist

HCM Nexus Consulting Inc
Not Specified
Not Specified

Job Description

About the job Training Specialist

The Training Specialist is responsible for facilitating a variety of performance-based learning events that may include, but are not limited to general associate, management, sales and operations training. Training often focuses on more abstract, less concrete soft skills training meant to influence behavior and buy-in from others.
Primary duties may include, but are not limited to:
  • To support Telecom Inbound Voice Process - Customer Service, Sales & Semi Technical
  • Liaison with the Client to create Foundation Skills Training Manuals
  • Regularly conduct training reviews/ sessions with the front-line group
  • Conduct Foundation Skills Training for the New Hires, which includes Accent Neutralization, Culture & Customer Service
  • Conduct regular refresher training on an ongoing basis
  • Ensure that all/any change management trainings are completed as required
  • Ensure regular deep dives to come up with improvement solutions
  • Conduct any up-skill training for the existing team members on NPS/C-SAT
  • Groom team members to future SME's
  • Coach team members on selling techniques
  • Provide regular feedback on the areas of improvement in the process
  • Ensure that the graduation % is as defined for the process
  • Provide support to the operations team to coach and mentor team members
  • Perform other duties assigned

  • Bachelors Degree required
  • Must have Trainer experience in BPO/Call Center industry
  • Willing to work onsite in Eastwood, QC
  • Willing to work night shift

Skills Needed:
  • English proficiency required. Teams require conversational English. This includes the ability to articulate thoroughly through written and verbal English.
  • Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation.
  • Ability to read and comprehend instructions, short correspondence, and memos in English.
  • Exceptional listening skills are a must.
  • This individual must also possess a high level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.
  • Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast paced environment.
  • Must also have the ability to work in a team environment and be a team player.

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