Trainer II
Core
Lead a classroom training program for customer service agents, providing functional direction, coaching, and readiness recommendations to ensure they meet business standards before transitioning to production.
Role type
Senior IC training lead (classroom delivery)
Builds
Trained customer service agents ready for production
Domain
Customer engagement / Business services
Required skills
Adult learning techniques, presentation and facilitation, curriculum development, product knowledge, process improvement, shift work adaptability
Preferred skills
Customer service experience (International market), team management
Responsibilities
Provide day-to-day functional direction to trainees in a classroom environment, utilize creative training techniques and adult learning modalities, prepare and present training material, achieve individual training performance metrics, support transition of agents to production environment, maintain product knowledge for workflows, recommend curriculum modifications based on feedback, participate in continuous learning culture regarding change management and policy updates