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Job Description
Summary:
- Responsible for the development, and delivery of client focused language and culture training to address the new hire, and recursive training requirements of Stream Global Services’ Support Professionals.
- Manages employees during training to ensure support professionals meet competency development goals, attendance requirements, and overall performance standards.
- Possess the ability to deliver a diverse set of areas and competencies including: communication strategies, cross-cultural communication, grammar, syntax, coherence, organization, pronunciation, logical thinking, soft skills and sociolinguistics immersed on the four major language skills (speaking, reading, listening and writing).
Responsibilities:
- Practice communicative language teaching principles and use of a strategies- and skills- based approach to ESL/EFL learning/teaching through the development of communication strategies in speaking, listening and writing
- Prepare and present training materials through hands on demonstrations, group discussions, lecture and supporting activities for technical, customer service and sales accounts both for new hire classes as well as recursive training needs
- Determine trainees’ needs, initially and on an ongoing basis to provide support materials and instruction
- Manage and assess trainees’ English skills to report concerns regarding “at risk” trainees
- Provide regular, thorough and timely coaching, feedback and monitoring for trainees’ assessments, assignments and progress
- Prepare current, relevant, interesting and challenging materials and activities appropriate to the competency being trained as well as the Line of Business (LOB) for various instructional delivery methods including: computer-based training, interactive, classroom training and written job aides
- Measure the effectiveness of training materials and curriculum using various feedback methods - focus groups, interviews, surveys, call monitoring and revises programs based on results of evaluations
- Keep grades, evaluations and attendance records for every class assigned
- Assist with Recruitment Process as well as with dismissal processes when needed to determine level of English of a candidate
- Attend calibration meetings/calls for the LOB that is being supported at the moment at least twice a month.
- Attend/participate in activities such as New Employee Orientation, site tour, training activities requiring instructor involvement and graduation ceremonies as requested
- Attend and participate in all staff meetings
- Fulfill other job-related duties assigned by the Site/Language Program Manager
Job Requirements
Requirements:
- Training Certificate holder from Goethe Institute.
- Skill in providing an exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of PC applications.
- Ability to work in a time critical environment.
- Ability to handle numerous tasks simultaneously.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability to work independently and multi-task projects.
- Demonstrated language proficiency to a level C2 in case of non-native speakers.
- Academic background in English, Teaching, Linguistics or any combination of these.
- Critical and inquiring approach to teaching and learning, which involves: Self-evaluation, peer observation and review, action research and applying the findings of pedagogical research to own teaching.
- Comfortable working within a bilingual context
- Minimum of 2 years experience.
- Equivalent education or experience may be substituted for any of the above.
