Job Description

Training Delivery & Classroom Management

• Provide day-to-day functional direction for agents in the program training classroom.
• Monitor student progress throughout training and provide coaching, developmental feedback, and readiness recommendations.
• Use effective presentation, facilitation, creative training, adult learning, and accelerated learning techniques.
• Deliver training through classroom learning, hands-on demonstrations, and supporting activities.

Training Performance & Operations Transition

• Achieve individual training performance metrics.
• Partner with Operations to transition agents from training to production and ensure competency levels meet business needs.
• Maintain relevant product knowledge by taking calls, attending client and cross-functional meetings, and conducting side-by-side observations.
• Communicate effectively with managers, peers, resource groups, and clients.

Training Materials & Continuous Improvement

• Support Instructional Design in developing training materials for computer-based, interactive, classroom, and written job-aid formats.
• Measure training effectiveness through focus groups, interviews, surveys, and other feedback methods.
• Recommend curriculum modifications based on internal customer feedback or Training Needs Analysis.
• Support continuous learning culture through engagement with change management, product and service releases, policies, processes, and procedures

Job Requirement

Education & Experience

• Associate or Bachelor’s degree in a related field from a four-year college or university.
• Two to four years of relevant experience is preferred.

Skills & Competencies

• Proven experience in training methodologies and soft skills training.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.
• Able to multitask, prioritize, and meet deliverable timelines.
• Good presentation, facilitation, coaching, and training feedback skills.

Language / Other Requirements

• Chinese Mandarin and English proficiency required.
• Able to deliver client-focused training in a classroom environment.
• Able to work 5 days per week, 9 hours per day including 8 working hours and 1 break hour.

Personality & Attitude

• Self-starter with a strong sense of urgency.
• Works well under pressure.
• Strong attention to detail.
• Professional and able to develop good working relationships.