Training Facilitator

**NIGHT SHIFT*** 

• Facilitate Training group as per Client requirements
• Communicate with team on Knowledge and Skills updates for relevant campaigns
• Complete Training Administrative tasks as per set timelines
• Continuously monitor Process and Knowledge updates and suggest changes to Training content and delivery
• Collect feedback on Knowledge and Skill gaps from groups. Suggest improvements to Training Manager, Content Designer and Managers towards Continuous Improvement
• Coordinate with Manager to help transition agent from Training as per expectations
• Monitor and Track performance for each group to assess positives and areas of improvement. Report gaps to Operations and Training for improvements
• Coach Trainees on observed Knowledge and Skill gaps
• Keep up to date with changes by attempting monthly Knowledge Assessment
• Attend Trainer Certification programmes internal/external
• Self-upskill on updates and relevant knowledge

***Shifts are between 3 pm start and a 11am finish, the shifts will only be 9 hours in that period***