Job details

Country

USA

State / Region / Province

Puerto Rico

Work Location

Aguadilla, PR

Domain

Operations

Interest Group

IBPO Puerto Rico

Company

IBPO USA

Requisition ID

127851BR

Job description

Process Specialist-Trainer
Job Type: Full Time,Onsite
Location: Aguadilla, Puerto Rico

Role Summary: Possesses effective delivery/training techniques and methods Understanding of teaching methodology, processes, learning theories and inter-personal and group dynamics to deliver training program, as well as relevant tools Post-sales operational support and expertise to meet the needs of business Customers’ key contacts, such as Authorized Order Placers (AOPs) and telecom managers of CLIENT enterprise accountsAssist key contacts with overall wireless program management including: billing/reporting product support, billing inquiries/issues, payment processing, account and Service Level changes such as rate plans, features, etc. (single transaction and bulk changes), equipment troubleshooting and upgrades, network troubleshooting, general service information, international calling/roaming support and migrations, and warranty exchange.Ability to identify training needs accurately and communicate training needs to all stakeholders.Ability to extend follow- up support on the floor to sustain learning and improve performanceAbility to develop content to meet ongoing needs in the form of refresher courses, quick studies, etc. with use of appropriate methodologyWorking knowledge of Word, Excel and PPT to complete reporting and documentation efficiently and effectivelyAbility to work closely with the quality team to ensure consistencyAbility to understand and use basic analytical methods to identify problems for simple client scenarios and to recommend solutionsAbility to translate business requirements into training requirementsExcellent oral and written communication skills


Essential Responsibilities:Train new hires (Customer service & soft skill)Provide refresher training and calibration sessions for existing employeesSchedule, coordinate and administer process trainings, ensure delivery of a training planProvide face to face coaching sessionManage all training documentation as requiredDesign training content as required Provide developmental feedback to the trainees on a regular basis Conducts needs assessment and determines an appropriate program to meet the needs Displays patience and dedication to bring trainees up the learning curve


Qualifications

Basic:Minimum of 2 years of relevant experience as it relates to job description High School Diploma or GED equivalent Preferred:Exceptional verbal and written communications Strong decision making and analytical ability Able to negotiate, good presentation skills and Client InterfacingGood interpersonal skills, coaching skillsAbout Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 58,090 employees from 111 nationalities, as of June, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.