Trainer- Mandarin

Job Description Essential Functions/Core Responsibilities

1. Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
2. Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
3. Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.
4. Accountable for achieving individual training performance metrics.
5. Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business needs (where required).
6. Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings (as needed), and side-by-side observations.
7. Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
8. May support Instructional Design team in designing and developing training materials for various instructional delivery methods including: computer-based training, interactive classroom training, and written job aids.
9. Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.
10. Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis.
11. Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.

Candidate Profile

1. Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred.
2. Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.).
3. Strong communication skills, both written and verbal.
4. Proficient in Microsoft Office.
5. Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
6. Self-starter, sense of urgency, and works well under pressure.
7. Strong attention to detail.
8. Sense of professionalism and ability to develop good relationships.

Career Framework Role Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Analyzes possible solutions using standard procedures and principles. Builds knowledge of the organization, processes, and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting and Outsourcing and Offshoring Consulting #J-18808-Ljbffr