Trainer

TRAINER

Description

• Acts as subject matter expert in multiple lines of business

• Works closely with the immediate superior and campaign leads for the assigned training scope for new or expanding projects

• Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills/technical skills and program process and procedures

• Provides research and assists in the development of training materials and products as requested

• Gathers documents and distributes clear information from updates

• Attends regular Training, Quality and Operations meetings, responds to emails and phone calls to insure all program information is up to date and documented

• Executes all duties and responsibilities routinely required of the Trainer

• Monitors agent calls and agent performance to identify training gaps.

• Coordinates efforts with the Quality Team and Operations Team to assist in the quality improvement process of the agents

• Participates in calibration meetings with the Client, QA and Operations management team to ensure information being trained is up-to-date

• Maintains class attendance and performance records of agents in training

• Completes the results of the required training forms (class roster, training logs and other forms as determined on the program)

• Finds new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills.

• Completes observations in coordination with training superior

• Completes other tasks assigned

Requirements

• At least one year progressively responsible experience as a trainer or SME in a contact center environment

• Combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation. If candidate has no former training experience or education then they must complete the Trainer Development Plan by the company

• Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence

• Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner

• Strong organizational and problem resolution skills

• Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs

• Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel

• Ability to lead teams and measure individual performance

• Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)

• Excellent judgment and problem solving skills

• Ability to creatively use resources and adjust to changes quickly and professionally

• Ability to work independently with minimal supervision, but also in a team environment

• Strong attention to detail

• Ability to work both in a normal office environment, face-to face and/or on online training

• Ability to work multiple shifts as required

• Ability to travel as assigned, sometimes on short notice and sometimes including extended assignments