Trainer occupies a key role as the initial facilitator/leader for Results' new Associates. Trainer is responsible for Training the New Hire program, teaching and validating requisite skills and behaviors with consistency are key job functions. Trainer also facilitates ongoing and enhancement training and may be assigned for specialized training projects.
Duties and Responsibilities Determine progress and qualification of Call Center Agents for completion of training program and matriculation into Grad School program (and, where appropriate, termination from training program)Maintains Subject Matter Expertise for the program being handled by knowing up-to-date products and services, policies, processes and procedures Attends Day Zero meetings with HR-Recruiting and participate in NHO facilitation Facilitates classroom training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures Assists Grad School Dean to prepare and deliver training on the floor that will improve Associates' skills, knowledge and performance Follows training class to Grad School and assists the Grad School Dean when not in class Provides feedback to the Training Manager/Site Director/Global Training Leaders to identify gaps in training and other areas of opportunity Gathers, documents and distribute clear information from updates received by global training and/or client Attends training meetings and responds to emails and phone calls to insure all program information is documented and updated Assists in monitoring Associate calls and performance to identify gaps in training Works with the Quality and Leadership Team to assist in the quality improvement process of the account Participates in calibration meetings to ensure information being trained is updated at all times Extracts/generates training reports such as class attendance and performance records, as well as furnishing other training requirements as determined by the program or account operations
Qualifications Consistent attendance and punctuality One to two years progressively responsible experience in a contact center environment Completion of the required Tools and Techniques for Trainers (TT4T) courses and/or completion of the Associate Trainer Program (ATP) A combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation must take place within 90 days of joining Results University as a Trainer Excellent non-verbal and verbal communication skills - both oral and written Must have a dynamic and engaging classroom presence Displays organized, innovative thinking to strategically solve problems Proficient in using MS Office products (Word, Excel and PowerPoint) Strong interpersonal skills with the ability to perform effectively as member of a team Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing) 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 monitor the method of communication and adjust as needed based on to whom and what is being communicated Ability to prioritize assignments and projects based on importance and customer expectations Ability to work in a normal office environment Ability to work multiple shifts as required (with work week in-class possibly being 45-50 hours) and potential weekend work Complete Resume of Readiness, Peer Evaluation Form and Manager Evaluation Form Monthly Self-Development Plan and Roadmap to Success Completion of applicable certification process Ability to travel where needed
Associated topics: administrative assistant, assist, clinician, nurse, pathologist, school clerk assistant, scriptwriter, secretary, slp, student services