Description and Requirements
Key Objectives of Position
The Training Management Intermediate Analyst is a key role within delivery operations responsible for identifying and assessing training needs, creating tailored training plans, and implementing various training methods to enhance Agents' skills and performance. They monitor training program effectiveness and stay updated on training trends. Knowledge Champion Agent Service Readiness Improve Performance First Call Resolution) Identify potential areas for continuous improvement. Collaborate with Quality Control teams on increasing performance and productivity
Day-To-Day Tasks
1. The trainer role is to provide technical or soft skills training to new and seasoned service desk analysts to improve performance and increase first call resolution
2. The responsibility includes creating educational material, conducting training sessions, identifying skills gaps, and ensuring team members stay motivated
3. The Technical Trainers are expected to be the knowledge champions of the organization
4. The goal is to make sure that the services delivered are within the standard level agreements
5. Perform or supervise the performance of DWS training activities
6. Coordinate, develop, and participate in an ongoing training
7. Performs activity that is intended to increase the knowledge, skills, and abilities of Agents and Technicians
8. Provide necessary training, coaching, and mentoring to Agents and Technicians
9. Plan, develop, conduct, and implement training activities
10. Create, Revised training plans, modules, and scorecard
11. Develop training objectives, select training methods, and evaluate training results
12. Identify areas for improving individual and team performance
13. Identify skills gaps and fill them
14. Develop presentations, training materials, and handout materials
15. Provide training guidance and feedback to Agents, Technicians and Leaders
Key Competencies Needed
16. Strong written and verbal communication skills, with the ability to translate technical information into user-friendly language
17. Continuous learning mindset to adapt training strategies to evolving technologies and business needs
18. Intermediate knowledge of hardware, software, and enterprise IT environments
19. Attention to detail and strong organizational skills
20. Ability to build strong relationships and influence multiple technical and non-technical teams
Previous Experience
21. 3 years previous experience in either an internal or outsourced DWS Delivery
22. Continuous learning mindset to adapt training strategies to evolving technologies and business needs
Qualifications
23. Completed undergraduate degree in an IT-related field or completed technical high school with additional IT certifications
24. Solid understanding of enterprise IT environments and learning frameworks
25. ITIL Foundation certification
Desirable:
26. ISO 20000 Foundation
Additional Locations : * Brazil - São Paulo - São Paulo * Brazil - São Paulo - Sao Paulo * Brazil * Brazil - São Paulo * Brazil - São Paulo - São Paulo, * Brazil - São Paulo - Sao Paulo