Position: Training Delivery Officer
Company: Helpware
Experience required: 1y
English level: fluent

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Kyiv Team is growing and we're looking for an experienced Training Delivery Officer to join Helpware.

The role will involve:

Planning and Preparing:
- Creates lesson plans for training delivery;
- Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client);
- Prepares materials and resources for training delivery;
- Reserves training room and equipment;
- Checks equipment and networks for functionality and access;
- Reviews and masters all content and activities for instruction.

Training Delivery:
- Provides clear instruction using a variety of techniques and activities;
- Enforces adherence and attendance of participants;
- Maintains a positive learning environment;
- Evaluates learning and mastery of content, skills, and procedures;
- Provides feedback and guidance to learners;
- Enforces company rules and policies during training hours.

Training Reports:
- Completes daily, weekly, and end of training reports and submit to all pertinent parties;
- Signs off trainees with individual reports to the operations supervisor;
- Records and explains training attrition;
- Recommends changes to curriculum, methods, or activities based on observations during training delivery.

Needs Analysis:
- Partners with QA to determine areas of opportunity in CSR performance;
- Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs;
- Recommends training initiatives to support operations in surpassing KPI's and metrics; Develops action plans to remedy deficiencies.

Updating and Maintaining Knowledge:
- Takes calls meeting the account weekly quota;
- Performs quality audits to meet the account weekly quota;
- Attends calibration sessions;
- Reads all new processes and procedures provided by the client and/or operations;
- Receives refresher training as necessary;
- Remains informed and current in instruction practices, teaching methodologies, and training best practices.

General Account Responsibilities:
- Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff;
- Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client);
- Other tasks as assigned by the account manager;
- Maintains training materials to ensure documentation is current and relevant given market changes and evolution;
- Create and contribute to the design of training events and learning solutions;
- Tracks and manages performance in the classroom and, if required, manage the transition to team mgr./stakeholder;
- Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.

What will make you successful at the position:
- Excellent written and oral English communication skills are necessary
- At least 3 years of university studies completed
- Adult Learning Facilitation and Curriculum Design certification (will be a plus)
- At least two (2) years related experience in a BPO or any similar industry
- Project Management skills, in-depth knowledge in MS and Google Tools. Working knowledge of ADDIE principles and adult learning styles.
- Above average verbal and written communication skills. Excellent public presentation skills and classroom management. Can easily adapt to change, has excellent time management skills.

We offer:
- Competitive compensation linked to UAH/USD rate
- Medical and Life insurance after the trial period
- 20 working days of paid vacation
- 100% paid sick leaves
- English classes with the native speaker
- Business hours: 12 PM - 9 PM, but may vary upon the Client's need
- Corporate training and parties
- Family environment with an extremely friendly team and unlimited support

If you feel like we are a Company that you are looking for and would like to join our team, please, send your CV in English

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We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted