RTO Guest Trainer

A reputable organization seeks a dedicated individual for this role. Job Purpose  The RTO Guest Trainer will be responsible for ensuring agents are well-trained and processes are optimized for efficiency and effectiveness. Primary Responsibilities 

• Training Program Development: 

• Design, develop, and implement comprehensive training programs  for new hires and existing staff. 

• Create training materials, manuals, and e-learning modules. 

• Conduct training sessions and workshops to enhance agent skills. 

• Process Improvement: 

• Analyze current team processes and identify areas for improvement. 

• Develop and implement standard operating procedures (SOPs). 

• Monitor and evaluate the effectiveness of process changes and make necessary adjustments. 

• Performance Monitoring: 

• Track and assess the performance of agents post-training. 

• Provide feedback and coaching to ensure continuous improvement to new hires. 

• Collaborate with the Quality Analysts to align training with performance goals. 

• Compliance and Standards: 

• Ensure all training programs comply with company standards and regulatory requirements. 

• Maintain up-to-date knowledge of best practices in the operations and training. 

• Team Collaboration: 

• Work closely with team leaders to identify training needs and develop tailored programs. 

• Support team leaders in managing and developing their teams 

Required Qualifications:  

• Bachelor’s or equivalent training and/or least 6 months related experience preferred Experience 

• Previous experience of at least 2 years as trainer in a call center/BPO 

• Strong analytical and problem-solving abilities. 

• Ability to manage multiple projects and meet deadlines. 

• Leadership and team-building skills. 

• Adaptability and a commitment to continuous improvement. 

• Proven experience in training and process management within a call center environment. 

• Strong instructional design and training delivery skills. 

• Excellent organizational and communication skills. 

• Proficiency in training software and tools.