FUSION BPO SERVICES

153 ORANGE STREET, KINGSTON

TEL#(876)619-8000-1

Job Title: Trainer - Operations                                                    

Reports To: Senior Trainer/Operarions Lead                                              

Scheduled Hours: 40+

SUMMARY

Responsibilities are listed as, but not limited to:

1. Maintain Agent performance by identifying, coaching, and uptraining new hire as well as production bottom performers.
2. Partner with the Human Resources team new hire onboarding activities.
3. Partnering with Quality Analysts for training needs analysis by designing modules for new hire, recursive, and upskill training which will rectify individual and team skill gaps.
4. One-week nesting to production transfer period for new hire separation recommendations to be made based on training observations.
5. Partnering Operations for post nesting handover to the production team.
6. Monthly call listening and feedback to Operations Leaders if required.
7. Calibration with client and operational requirements which impact agent performance.
8. Design, scheduling, and delivery of soft skills, empathy, seasonality, and other modules as requested from the client or Fusion BPO leadership team.
9. Discuss operational and training performance as well as gives updates.
10. Conduct and share results for post-training feedback surveys.
11. All administrative deliverables (end of day report, daily attendance report, etc.)
12. 30-60-90 day post training performance monitoring

Key Performance Indicators:

1. Minimum 85% post training throughput. Maximum 15% attrition per new hire training.
2. Minimum 90% on-time training completion.
3. Minimum 85% post training Q.A. score attainment (1 month after classroom training)
4. Minimum 85% monthly attendance and schedule adherence
5. Minimum 3.5 average post training survey rating

Required Experience:

• Experience with technologies and best practices for instructional manuals and teaching platforms
• Strict adherence to company philosophy/mission statement/sales goals
• Strong project management skills with the ability to supervise multiple projects
• Instruct employee training and onboarding
• Conduct training through new materials
• Review employee performance and learning
• Coordinate and monitor enrollment, schedules, costs, and equipment

REQUIRED COMPETENCIES:

• Conceptualize training materials based on data and research
• Communicate training needs and online resources
• Create training strategies, initiatives, and materials
• Test and review created materials
• Maintain a database of all training materials

Required Skills and Specialized Techniques:

• Develop a schedule to assess training needs
• Conduct employee surveys and interviews
• Consult with other trainers, managers, and leadership
• Track and compile collected data
• Contact and utilize outside vendors and resources for instructional technology
• Organized and able to create multiple timelines, budgets, and schedules
• Able to multitask, prioritize, and manage time efficiently
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Able to analyze problems and strategize for better solutions

Qualification and Experience

• Bachelor’s degree in education, business, human resources or related field
• Certification from talent and training associations a plus
• Two (2) years’ previous experience as a trainer, corporate training specialist, or related position
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Good interpersonal skills and communication with all levels of management

WORKING CONDITIONS

• Normal BPO environment.