Advanced Project Engr

Position Responsibilities:

Training Strategy Execution:
Execute training strategy to enhance expertise in all customer service functions.
Stakeholder

Collaboration:

Partner with key stakeholders across the assigned hubs to identify team and individual learning needs.
Competency Assessments:
Support annual competency assessments.
Training Modules:
Monitor and participate in the creation of instructor-led and eLearning training modules.
Trainer Mentorship:
Mentor trainers in specified regions to support efficient delivery of training on processes and soft skills.
Mapping Training Requirements:
Map training requirements to standard work practices and job duties.
Identify Training Needs:
Evaluate strengths and improvement opportunities of customer support teams through liaison with team leaders (TLs) and Subject Matter Experts (SMEs).
Monitor Training Effectiveness:
Monitor employee performance and response to training.
Assess the effectiveness of training to ensure incorporation of taught skills into employees' work behavior.
Development of New Training:
Identify requirements for developing new product, solution, and process training for employees.
Onboarding Roadmaps:
Develop and implement robust onboarding roadmaps to reduce learning curves for new agents.
Train the Trainer:
Conduct Train the Trainer sessions for identified Hub Level SMEs who will deliver training.
Refresher Courses:
Conduct advanced-level refresher courses on processes.
Soft Skills Training:
Conduct soft skills training for assigned hubs.
Training Material Accuracy:
Maintain the accuracy of training materials and update them as necessary.
Collaboration for Training Material Development:
Collaborate with various departments to obtain information for developing new and updated training materials, including onboarding, content build, and LMS deployment.
Experience &

Educational Requirements:

Education:

Bachelor's degree in a technical discipline.

Experience:

5+ years of training and development experience.
5+ years of leading training programs and projects.