Onboarding & Training Programs: Design, implement, and continuously improve structured onboarding programs to ensure new hires understand company products, processes, and service expectations.
Training Delivery: Facilitate engaging in-person and virtual sessions; deliver new hire, upskill, and process training.
Soft Skills Development: Design, develop, and deliver soft skills programs including communication, emotional intelligence, leadership, teamwork, and adaptability.
Learning Effectiveness & Assessment: Evaluate training effectiveness through feedback, assessments, and performance metrics; monitor employee performance post-training and recommend targeted interventions.
Content Management: Maintain and update training materials, e-learning modules, manuals, and job aids; ensure content aligns with business goals.
Continuous Improvement: Analyze call trends and performance data to identify knowledge gaps; integrate insights into training modules.
Competency & Recertification: Design and implement annual skills assessments and recertification programs to ensure ongoing competency and compliance.
Learning Culture & Engagement: Promote lifelong learning, continuous improvement, and service excellence; foster a supportive learning environment and track early attrition trends.
Trends & Best Practices: Stay current with trends in learning, soft skills development, and motivational techniques.
