DE032669-Instructor Analyst

Position Title

Instructor Analyst

Work Setup

Hybrid (Full RTO when facilitating a class)

Overall Purpose

Delivers all required training programs that may include end-to-end new hire training (Pre-Process, Voice and Client-Specific process training), continuous education, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training.

Responsibilities

• Deliver capability development programs to employees such as coaching and training to both new hires and existing staff.
• Facilitate all required training programs with the ability to translate subject matter expertise into knowledge gain and skills development.
• Deliver required industry, domain, functional and client system training to both new hires and existing staff.
• Provide floor support and communication coaching to all employees, including leadership and support....