The trainers main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.
Responsibilities
Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client)
Prepares materials and resources for training delivery
Reserves training room and equipment; Checks equipment and networks for functionality and access; Reviews and masters all content and activities for instruction
Provides clear instruction using a variety of techniques and activities
Enforces adherence and attendance of participants
Maintains a positive learning environment
Evaluates learning and mastery of content, skills and procedures
Provides feedback and guidance to learners
Enforces company rules and policies during training hours
Completes daily, weekly, and end of training reports and submit to all pertinent parties
Signs off trainees with individual reports to the operations supervisor
Records and explains training attrition
Recommends changes to curriculum, methods or activities based on observations during training delivery
Partners with QA to determine areas of opportunity in CSR performance
Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs
Recommends training initiatives to support operations in surpassing KPIs and metrics
Develops action plans to remedy deficiencies
Takes calls meeting the account weekly quota
Performs quality audits to meet the account weekly quota
Attends calibration sessions
Reads all new processes and procedures provided by the client and/or operations;
Receives refresher training as necessary
Remains informed and current in instruction practices, teaching methodologies and training best practices
Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff
Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client)
Develops training materials to ensure documentation is current and relevant given market changes and evolution; May contribute to the design of training events and learning solutions; Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder; Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.
Qualifications
Graduate of any Bachelor's Degree
Leadership Development Tools; MBTI, Situational Leadership, DISC, Gallup Strengths Finder (preferred), Adult Learning, and Assessment of Learning Styles.
At least 2 years of corporate work experience in a learning and development role.
Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook), Visio, Captivate or any e-learning tool.
Above average problem-solving and decision making skills.
Excellent written and verbal communication skills.
Excellent public presentation skills and classroom management
