• Leads and delivers new hire, project specific and ongoing training with emphasis on project specific content to support our customers.

• Maintains a high success of successful new hires/graduates as demonstrated via the project’s expected key performance indicators.

• Partners with the Client, Project Operations & Global L&D Team to conduct necessary Training Needs Analysis, courseware design & development, program implementation and evaluation.

• Owns, manages and evaluates the current learning curriculum and roadmap and applies impactful changes as needed.

• Works with team members in the continued development of associates to reach optimal performance.

• Analyzes program KPIs and proposes mitigating learning initiatives based on identified root causes.

• Conducts ongoing refresher and cross training sessions in critical areas as identified.

• Remains knowledgeable on project information through the project’s knowledgebase.

• Coordinates training schedules with the Client, Project Operations on site accurately and in a timely manner.

• Administers written or online exams to trainees to evaluate learning and and to evaluate learning and future actions (re-direction, re- training, etc.)

• Recommends short and long term training strategies for the improvement of training quality

• Performs other duties that may be assigned from time to time


• Minimum of 3 to 5 years instructing in an adult learning environment preferably in the call center, IT or related industry.

• Proven track record of leading training programs in high complexity accounts or programs.

• Preferably with knowledge in LMS

• Demonstrates ability to organize and prioritize projects in a fast paced environment.

• Hands on and a Team Player - while being able to work independently and proactively under duress.

• Strong ability to mentor and coach.

• Excellent verbal and written communication and facilitation skills.

• Exceptional motivational, interpersonal and service oriented approach.

• Proven leadership skills.

• Proven track record in task completion and attendance reliability.

• Strong analytical capabilities - to understand performance gaps through data analysis.

• Ability to display empathy and is able to get along well with different personalities and to work well with small and global teams.

• Must have professionalism, passion to succeed, and a motivation to reach higher goals.

• Strong analytical skills – knowledge with RCA and can build reports

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