Job Title

FUNCTIONAL/ OPERATIONAL: Works with the Process training asst managers training officers Line Trainers voice coaches new hires existing advisors Team managers to provide training and floor support coaching to meet the clients deliverables ie quality customer satisfaction and performance objectives Reviews floor statistics and provides suggestions and resolutions for maximizing customer experience and Operational metrics Responsible for directing asst managers and aligning training officers Line trainers to provide training to prepare advisors to meet their Performance metrics ie SLAs which in turn impacts customer retention and growth Taking ownership of training projects assigned including coordination of supplies equipment and training materials. Reviews and analyses clients training materials and recommends necessary changes to provide increased effectiveness and innovation. Guides administers Designs and analyses training evaluations to assess effectiveness of programs and makes changes as needed. Conducts audits to gauge efficacy of testing systems applications and continually updating training materials as new products processes are added Consistently demonstrates ability to lead the process training team to meet and exceed operational client metrics. Critical Competencies: Interviewing and Assessing skills Taking Decisions Analytical Thinking Supports Innovation and Continuous Improvement Builds Collaborative Relationships