Trainer Chinese Mandarin

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment

• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities

• Accountable for achieving individual training performance metrics

• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business needs (where required)

• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations

• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients

• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aids

• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation

• Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis

• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures