itelbpo in collaboration with Invest Saint Lucia presents an opportunity to interview for various positions at itelbpo. The company was founded in 2012 in Montego Bay, Jamaica and is now a global business. itelbpo is the region’s largest home-grown business process outsourcer offering end-to-end customer experience management solutions. With a robust network of home-based experts, itelbpo has a balanced delivery model that offers agile and customized voice, non-voice and digitally enabled solutions that can adapt to the demands of an ever-changing marketplace. This company’s culture is a people-centred, community oriented and smartly-disruptive business focused on changing lives and growing the economies of where they operate while playing a lead role in modernizing and changing the business process outsourcing industry for good.

This specialized team will be trained. All positions are full time and offer a competitive compensation package.

Submit your resume to slurecruitment@itelbpo.com with the job title as the subject. Please note, only short-listed candidates will be contacted for interviews.

REPORTS TO: Training Manager

JOB SUMMARY: The Trainer is a content expert that continually develops methods to help CSR’s achieve specific learning outcomes. The trainer incorporates implements and analyses the results of training needs assessments in order to improve CSR’s potential as well as other stakeholders.

KEY RESPONSIBILITIES:

• Conduct itelbpo training needs assessments by collecting information regarding response systems, human interactions, and information systems requirements; understanding job-specific functions and tasks.
• Determine system requirements by researching call system technology.
• Design itelbpo account training manuals by identifying and describing information needs; submitting initial versions for management's review; revising and editing the final copy.
• Prepare staff to sell and explain products/services by assembling product/service specifications, alternatives, and applications.
• Provide resources by developing manuals and references including standard responses.
• Conduct training classes by presenting job-specific, company-specific, and generic programs.
• Evaluate training by analysing the effectiveness of training to specific markets.
• Enhances department and organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Completing action plans, feedback sessions with the Team Leaders and assessments
• Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments;
• Designing and expanding training and development programs based on both the organization’s and the individual's needs;
• Devising individual learning plans;
• Producing training materials for in-house courses;
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with Supervisors
• Ensuring that statutory training requirements are met;
• Evaluating training and development programs;
• Amending and revising programs as necessary, in order to adapt to changes occurring in the work environment;
• Keeping up to date with developments in training by reading relevant journals, going to meetings and attending
• relevant courses;
• Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages;
• Prepare staff to sell and explain products/services by assembling product/service specifications, alternatives, and applications.
• Assistance with the creation of Courses/ Examination courses within itelbpo
• Creation of training courses for training classes
• Ensure proper maintenance of the LMS tool within itelbpo
• Maintain confidentiality of client, staff and company information.
• Adhere to schedule for shift and daily assignments.
• Adhere to stated policies and procedures of the Company.
• Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

KEY COMPETENCIES & QUALIFICATIONS:

• Previous experience in customer care, technical, QA or supervisoryy role
• 2-year previous training and quality experience
• Learning background and strong verbal skills
• Tertiary education (bachelor’s degree preferred) psychology or communications
• Excellent verbal and written communication skills
• Strong knowledge in LMS Tool Navigation
• Problem-solving skills
• Creative thinking skills and solutions-oriented
• Knowledge of Microsoft Office and ACD reports (MS Excel, PowerPoint, Word, Visio)
• Positive attitude
• Requires minimal supervision
• Great time management and organizational skills
• Highly responsible
• Flexible
• Able to handle additional responsibilities directly related to training and development
• Any additional task directly related to itelbpo procedures and policies improvement

DISCLAIMER: This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may vary from time to time, which do not change the general character of the job or the level of responsibility entailed.