Grammar Trainer

SUMMARY:

Assists with development and administers language training programs to the organization's trainees and personnel by performing the following duties.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.

• Sets up and maintain training facilities.
• Presents established and effective training methods, techniques, and ideas and coaches trainees.
• Instrumental in instructing conversational English and fundamental Grammar – speech and written skills
• Improve perceptual skills through auditory/perceptual training.
• Provide feedback to manager training.
• Responsible for monitoring calls/chats and run refreshers and provides feedback to all agents and SCs in respect to the soft skill.
• Enhance the language standards (grammar) in order to meet and increase the over all voice standards of the process as prescribed by the client.
• Providing Coaching & Training to the agents.
• Should have good exposure on providing coaching on grammar.
• Should be open for Night shifts and 24/7 environment.
• Maintains Employee Change Forms for all agents who do not pass training.
• Reports on progress of trainees and personnel under guidance during training period.
• Creates or assists in developing new training courses associated with the introduction of new products or services.
• Assists in supervision and coaching of new or existing agents on the Floor as needed, and in the event that there are no training classes, acts as an Assistant Team Leader on a campaign assigned as needed.
• Ability to monitor calls and give constructive feedback based on the quality of the call w.r.t Language
• Maintains harmony among workers and resolves grievances.
• Maintains administrative records regarding training attendance records, current campaign and product information, Work Status report and compliancy records.
• In conjunction with training coordinator, issues written and oral warnings and or reprimands to agents for offenses as outlined in the employee handbook.
• Studies and develops skill in use of better teaching and training methods.
• Maintains database of billable hours worked for all agents in training, both ongoing and initial.
• Build strong relationships with Team Leader, and team members.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Act as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

Directly supervises 1 to 40 employees in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from three-year College or University; or related experience and/or training; or equivalent combination of education and experience. Preferable English Graduate with 3-5 years of work experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents and training material and other applicable documents. Ability to respond to common inquiries or complaints from customers based on language related problems. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as scores, percentages and percentages and proportions.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.