Responsible for providing the necessary knowledge to the employees so that they can carry out their daily tasks in the best possible way and ensuring that knowledge has been absorbed by the trainees by providing measurable results. Create new training courses based on the company needs and actively participate in projects where there are training needs.
**Profile**
- High-school diploma.
- Experience as mentor or coach (Desirable).
- Excellent communication, presentation, and public speaking skills (Spanish and English).
- 1+ years' experience of customer service and technical support experience.
- Over 6 months working as a Centric and FIFCO helpdesk agent. (external not required)
- Knowledge of the Microsoft Office Suite (PowerPoint, Excel, Word).
- Knowledge of the Microsoft Services (Active Directory, Exchange, Office 365, Teams, Outlook).
- Time management and prioritization skills.
- Knowledge of computer hardware and software.
- Knowledge of networking and related technologies.
- Ability to work under pressure and to meet deadlines.
- Excellent listening skills to identify new training needs.
- Ability to work independently as well as in a team.
- Self and fast learner.
- Schedule Flexibility.
- Experience managing technical and non-technical teams (Desirable).
- Experience handling calls, tickets, chats.
**Desirable Knowledge/Certifications**:
- Microsoft Certifications (Desirable)
- Cisco Certifications (Desirable)
- CompTIA Certifications (Desirable)
- Pedagogy certifications (Desirable)
- Engineering degree related to the position (Desirable)
**Functions and responsibilities**
- Deliver training, this includes but is not limited to delivering training to the managed services teams (new and existing) as well as other non-technical teams.
- Develop training material, this includes but is not limited to exams, quizzes, presentations, videos, interactive learning material, agendas, and curricula.
- Work along with the SMEs and QA to find areas of opportunity for the agents or ways to improve the current training.
- Stay updated with the latest changes in the processes for the Managed Services clients.
- Assist the trainees during their nesting weeks to ensure they are prepared to start production.
- Provide a detailed score card of each trainee once they have finished the training and send the reports to the managers.
- Keep track of all the trainee's information, this includes contact information, assistance, areas of opportunity, strengths, and training scores.
- Maintain contact with managers to determine training needs and schedule training sessions.
- Select and reserve facilities for training sessions.
- Create and coordinate team building and training activities for the bootcamps.
- Provide monthly performance reports to the training manager.
- Develop and implement training programs that help employees improve their communication, interpersonal, and problem-solving skills.
- Collaborate with the company's management to identify training needs and schedule appropriate training sessions for employees
- Provide support and mentoring for new employees while conducting an evaluation and identifying sections where improvements are needed