Job Description A Leadership Trainer devises organizational training strategies, oversees its implementation and assesses outcomes. He/She supervises [mentored or assigned] personnel with the target of maximum efficiency. He/She also ensures that resources are utilized to a maximum and that he/she is well-organized and productive. He/She will identify training and developmental needs and drive suitable training initiatives that build a learning culture. He/She must be organized, reliable and is a results-driven professional. He/She must have the practical mind to solve problems and come up with decisions on the spot alongside the ability to see the "big picture" and make improvements as necessary. He/She must also have excellent customer service and communication skills. His/Her goal is to enhance his/her class and/or cluster’s skills, performance, productivity and overall quality of work.
Responsibilities ● Identify and assess ongoing and future training needs through job analysis, career paths and consult performance consulting with Management. ● Be able to deploy a wide variety of training methods. ● Conduct effective orientation sessions. ● Create reports, analyze and interpret data. ● Provide opportunities for ongoing business development. ● Resolve any specific issues within and outside the cluster and tailor interventions as necessary. ● Provide coaching and/or business consulting as necessary. ● Keep a keen understanding of training trends, developments and best practices. ● Conduct effective resource planning to maximize productivity of resources (manpower, tools, etc.) ● Collate and analyze business statistics for reporting to Management. ● Assist in hiring, onboarding, and/or coach and provide adequate training to personnel to maintain high service standards.
Requirements/Qualifications ● Bachelor's degree in relevant field ● At least three (4) years call center experience ● At least two (3) years of training experience ● Excellent level on communication skills, customer service orientation, computer literacy and training delivery ● Above-average know-how on module/course design & development ● Basic understanding of program design and development, training needs analysis and training evaluation ● Excellent work ethic (passion for excellence, job knowledge, sense of urgency, adherence to timelines, etc.) ● Above-average knowledge on problem solving & decision making ● Knowledge on process improvement, conflict management, fiscal management, business acumen and change management. ● Knowledge on planning, organizing and controlling ● Knowledge on people management and team orientation ● Proven experience as an SME on training ● Track records and report on designing and executing training programs ● Familiarity with a variety of teaching/training methods (mentoring, coaching, simulation, etc.) ● Excellent communication and leadership skills
● Ability to plan, multi-task and manage time effectively ● Solid report writing and record keeping ability Strategy Implementation ● Perform simple to complex training needs analysis required for the development and implementation of learning material ● Assist in the formulation of leadership development strategies ● Set up LEARN Workshops and leadership program systems and processes, including utilizing common and accepted tools such as RCA frameworks, Nine Box, etc. ● Implement the system that was designed by L&D for the stakeholders with the aim of creating a pool of high potential and high performing leaders who will be ready to take on leadership jobs as needed by the business. ● Help design and LEARN Workshop and leadership tracks and deliver/co-deliver with the team on the developed courses that may require various tools and processes as requested by stakeholders ● Consult, diagnose, design, implement and evaluate team building activities for programs and departments. ● Designs learning and development modules and courses or programs that address the identified performance gap/s ● Designs or redesigns training paraphernalia as needed, this includes but not limited to facilitator’s guide, participant’s guide, handouts, etc. ● As needed, creates, designs or redesigns assessments to measure learning (Kirkpatrick Levels 1- 4) ● Schedules and adheres to schedule/ training calendar Implementation and Administrative Duties ● Deliver courses or training programs that are targeted at specific markets (agents, hi-po agents, team leaders, etc) and from time to time facilitates/delivers to senior managers and assists in executive training. ● Applies knowledge of adult learning principles and applies different training theories and techniques/ methodologies ● Facilitate in-depth discussion and conversation during workshops that are based on customer’s work situation or environment ● Applies appropriate training methodologies to ensure participants’ increase in identified required knowledge and / or acquisition of required skills ● Expands training knowledge through seminars and keeping abreast of current training issues ● Maintains reports, logs, files, manuals
