Trainer, Learning & Development | NCR  

Essential Duties and Responsibilities

Course Analysis, Design, and Improvement

• Liaison with Operations to ensure customized implementation of Foundation Training for specific accounts; Interact with Operations and HR to establish training requirements for proposed classes and programs.
• Revise training programs as a result of evaluation or of changing needs in the company
• Analyze reports to develop training plans for trainees/agents

Course Delivery

• Roll out Foundation Training Modules for new hires
• Conduct Corporate Orientation
• Explain company culture, policies, procedures and scheduling
• Facilitate Coaching Sessions and other account requested interventions

Training Aids

• Create useful presentations and visual materials for training (using various media)
• Come up with alternative visuals when facilities and equipment are scarce
• Create, improve and update training aids
• Research, design and develop Communication Knowledge Enhancers and Job Aids

Administrative

• Assess, monitor and evaluate student progress, creating action plans for student success
• Complete reports - monthly reports, status reports, training reports, etc
• Document training and coaching sessions
• Use office equipment efficiently whenever the job requires tasks like photocopying, shredding, printing, scanning, etc.

Self-Developmental

• Keep current with the latest training techniques and methods.
• Keep current with latest updates on Communication, Culture and Leadership Training
• Participate in committees and project assignments
• Participate in team building activities and self and peer development activities
• Learn and Develop technical and non-technical skills that will improve one's efficiency and effectiveness on the job

Supervisory

• Mentor other Foundation Trainers as needed
• Lead, train, coach and develop and assess both agents and non-agents in communication, customer service and other areas of their position to meet objectives and maintain company policies and procedures
• Ensure that all appropriate documentation regarding performance and conduct of all direct reports is maintained appropriately
• Reward and discipline trainees; address complaints and resolve problems
• Attend meetings and participate in committees as required
• Conduct interviews and testing to select agents/recruits who possess the required communication skills (whenever needed)

• College graduate, preferably Computer Science, Engineering or any related course
• Superior communication skills, oral and written
• Demonstrated experience in training or facilitation
• Knowledge of operation of computer based training system, PC, TV/DVD, and multimedia projectors/OHPs for facilitation purposes
• Computer literacy with PPT, Word, Excel, Outlook, Visio, etc
• Strong presentation skills and superior in establishing working relationships with the customer
• Superior communication skills, both oral and written
• Strong professional demeanor
• Good Facilitation skills
• Knowledge of operation of computer based training system, PC, TV/DVD, and multi-media projectors/ OHPs for facilitation purposes
• Computer literate with PPT, Word, Excel, Outlook, etc
• Strong presentation skills
• Solid research and instructional skills
• Strong ability to exercise good judgment and make sound business decisions
• Ability to handle multiple and shifting priorities
• Excellent leadership, interpersonal, problem-solving, analytical and organizational skills
• Team-oriented
• Flexibility in schedule and work load
• Maturity to maintain confidentiality