Senior Executive

To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence.

Responsibilities

• Key Responsibilities

  • Deliver classroom, virtual, and on-the-job training programs.
  • Conduct new hire induction and process training.
  • Develop and update training content, SOPs, assessments, and knowledge materials.
  • Monitor trainee performance and provide coaching and feedback.
  • Evaluate training effectiveness through assessments, calibrations, and performance metrics.
  • Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps.
  • Maintain training records, attendance, certifications, and reports.
  • Support continuous improvement initiatives and process updates.
  • Facilitate refresher and upskilling sessions for existing employees.

  Required Skills

  • Excellent communication and presentation skills.
  • Strong facilitation and coaching abilities.
  • Good analytical and problem-solving skills.
  • Proficiency in Microsoft Office (Excel, PowerPoint, Word).
  • Ability to engage large groups and adapt training styles.
  • Strong stakeholder management and collaboration skills.

  Education

  • Graduate in any discipline (preferred).

  Experience

  • 1-3 years of training experience in a BPO/Customer Service/Operations environment.
  • Proven experience in conducting classroom and virtual training sessions.
  • Knowledge of adult learning principles and training methodologies.

  Key Performance Indicators (KPIs)

  • Training Throughput & Graduation Rate
  • Certification Scores
  • Trainee Performance Improvement
  • Training Satisfaction Scores
  • Quality & Productivity Improvement Post Training
  • Knowledge Assessment Scores

  Trainer Competencies

  • Instructor
  • Facilitator
  • Coach
  • Learning Content Designer
  • Evaluator & Assessor

   

Qualifications

• Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation.