**Job Description** * 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 of 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 on the basis of 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 **Candidate Profile** * Bachelor's Degree in related field from a four\-year college or university with two to four years of relevant experience preferred. * Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.). * Strong communication skills, both written and verbal. * Proficient in Microsoft Office. * Demonstrated ability to multi\-task, prioritize, and meet timelines on deliverables. * Self\-starter, sense of urgency, and works well under pressure. * Strong attention to detail. * Sense of professionalism and ability to develop good relationships. **Internal Career Path Policies** * **The game\-changers must have the approval of his or her immediate supervisor to apply for the call.** * **Required tenure: 6 months.** * **Required performance:** KPIs or goals on target for the business unit to which they belong in the last **3\-month period (not average).** * **Must not have active disciplinary actions.** * **The game\-changer may participate in only one process at a time.** * **Comply with the learning paths of the Corporate University.** * **Must remain at least 6 months in the position to which he/she was recently promoted,** to be able to apply for another call. * If you were evaluated by the PC psychologist for a vacancy and you were not selected, **you must wait at least 2 months to reapply for that same position from which you did not pass** * **The process is performed and/or outside working hours,** which means that the game\-changer should be available in his free time in case we require it. * Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.