GRADE: 8
BAND:
Senior Professionals & Professionals
DEPARTMENT: Operational Supporting Functions
REPORTING TO:
Specialist
KEY RESPONSIBILITIES:
• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions)
with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team, ensuring adherence to training plan/agenda.
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees
• Ensuring that the attendance sheets for both Soft Skills and Product Knowledge and are updated on time as
per the due dates delivered by the training supervisors
• Work on the continuous improvement for the training materials, documents and handouts.
• Abides the COPC approaches and requirements.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties
required.
• Evaluate agent’s responsiveness to training and responsible for their training
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on
time – Calibration – Verifications and Quality of training)
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test)
• Work on the continuous improvement for the training performance through setting and implementing actions
plans according to the training evaluations and surveys
• Communicates regularly with operations to tailor and deliver refreshment sessions based on quality reports
represented to ensure client & end user satisfaction
• Shares in the issuance of needed performance reports and follow-ups on actions plans
• Ensure class control and trainees managements in accordance to company policies and procedures
• Provide pre-operational feedback to HR and OP on new agents and their fitness for performing duties
required.
• Evaluates responsiveness to training and identify areas of improvement
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test) Ensure
class control and trainees managements in accordance to company policies and procedures
• Provide pre-operational feedback to HR and OP on new agents and their fitness for performing duties
required.
• Evaluates responsiveness to training and identify areas of improvement
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test)
INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Continuous Learning -
Customer Centricity.
TECHNICAL SKILLS:
Analytical – Computer – Data visualization
