·Onboard and orient new hires on KWS policies, procedures and culture

· Train the agents on the project’s products/services and operational processes

· Conduct floor refreshers/update training to keep knowledge up-to-date

· Update the knowledgebase as and when needed to ensure information accuracy

· Creation of new process related content as and when required.

· Ensure project updates are received, included in training, and cascaded to the floor in the time for implementation.

· Record and maintain batch attendance, performance, evaluation and assessment scores accurately

· Escalate performance issues in New hire & update training batches

· Ensure the attrition in the training batches is kept at a minimal and maintain the target throughput

· Partners with Project leaders to develop training initiatives and /or projects to enhance trainee and agent

effectiveness based on KPI requirements

· Provide coaching and feedback to the trainees for their overall development

· Enforce KWS and project security requirements

· To be a role model for the team in terms of performance/behavior/attitude

· Ensures SLA management for all floor training initiatives

· Conduct training needs analysis and come up with recommendations to address training-related opportunities


  • Minimum of 3 to 5 years instructing in an adult learning environment preferably in the call center, IT or related industry.
  • Strong presentation skills
  • Classroom management
  • Training needs analysis
  • Course content design & development
  • Training evaluation
  • Problem solving
  • Change management
  • Process improvement
  • Knowledge management
  • Data analysis
  • Reports management
  • MS Office & G-Suite application acumen
  • Preferred: eLearning Content Creation
  • Excellent spoken & written communication Skills
  • Strong coaching & development planning
  • Stakeholder management
  • Team building & collaboration
  • Change management
  • Sense of urgency & ownership
  • Apply Now
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