RTO Guest Trainer at HCS Affiliates Group

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 

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.