Trainer of Trainers

hace 2 semanas


San José, San José, Costa Rica Grupo Preseleccion Ely S.A. A tiempo completo

We are looking for a Performance Improvement Specialist to play a vital role in our Business Unit by implementing training modules, evaluating trainees' performance, and making recommendations for endorsement to production.

About the Role:

  • The ideal candidate will have a University or Technical Degree related to the position and at least 1 year of full-time Trainer experience in a BPO environment
  • The successful candidate will be responsible for conducting product-specific training for CSAs, implementing the TNA process, and developing innovative strategies to ensure CSAs meet client expectations
  • Additionally, the Performance Improvement Specialist will prepare DTS, coordinate with various departments, and manage trainee discipline and grievances
  • Requirements include a C1 or C2 English Level, strong leadership and coaching ability, good communication skills, and USA Visa and Passport up-to-date and Covid vaccination scheme complete

Job Description:

A Performance Improvement Specialist plays a crucial role in ensuring that CSAs possess the necessary skills and competencies to meet client expectations and service levels. The ideal candidate will have a deep understanding of the training needs analysis process and be able to develop innovative strategies to address skills or competency gaps.

The Performance Improvement Specialist will work closely with various departments, including HR, Finance/Admin, IT, TQA, and Ops, to address trainees' concerns during training. Additionally, the successful candidate will be responsible for preparing and providing DTS, managing trainee discipline and grievances, and serving as a role model by dressing properly and following standard operations procedures.

Requirements:

  • C1 or C2 English Level
  • University or Technical Degree related to the position
  • At least 1 year of full-time Trainer experience in a BPO environment
  • Strong leadership and coaching ability
  • Good communication skills
  • USA Visa and Passport up-to-date and Covid vaccination scheme complete


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