Job Description - Trainer
PURPOSE: Our team is passionate about supporting our associates learning and development. We design and deliver relevant and engaging content that increases knowledge and develops technical and soft skills that promote career development at all levels.
ESSENTIAL FUNCTIONS:
· Facilitating classroom and virtual instructor led training (VILT).
· Proposing and assisting in creation of new procedures, products, or offerings which indirectly or directly generate training revenue.
· Collaborating with subject matter experts to ensure accuracy of course materials and relevance to target audience.
· Constructing curriculum development processes for both classroom based and VILT. Developing education materials, such as digital presentations, how-to manuals, and instructional videos. Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
· Responsible for training new customer service employees and supporting experienced employees to improve their performance.
· Responsible for scheduling and conducting training sessions for both new and experienced call center agents, managing the training budget, and supporting employees to keep productivity up.
· Should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.
· Observing the daily operations of call center employees and identifying any areas of improvement.
· Liaising with team leaders and managers to conduct on-the-job coaching.
· Measuring the effectiveness of training sessions and preparing individual or team progress reports.
Basic Qualifications:
- Bachelor’s degree in Instructional Design Technologies, Call center training, Information Systems or a related discipline. Bachelor’s degree or an equivalent combination of education and work experience may be taken into consideration in lieu of a degree.
- Minimum of two years' experience in designing, developing and delivering training curriculum for adult learners. Call center or technical industry experience preferred.
- Excellent verbal and written communication skills, Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
- Demonstrated ability to deliver effective training, in classroom and/orVILT. Ability to apply instructional strategies and adult learning principles to design and delivery of training preferred.
- Ability to conduct research, collaborating with subject matter experts and gathering and interpreting relevant data.
- Ability to work in a flexible environment and adapt to changes swiftly.
- Ability to write clear, concise explanations of complex concepts and engaging course content for a diverse audience of professionals.
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