Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Position Purpose
The Trainer Assistant is responsible for the training and development of contact center personnel in the areas of client deliverables and expectations including product information, sales and customer service.
Note: This position serves as backup in the event there's training ramp for the said program. While not on platform (training a class) Training Assistant will be assigned to handle calls.
Job Responsibilities
- Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
- Deliver new hire or upskilling in virtual or brick and mortar facility
- Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance.
- Partner with clients in curriculum design and modification. Develop associated supporting materials.
- Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives.
- Prepare lesson plans and course agenda for each training class.
- Conduct proficiency evaluations and certify trainees for the programs to which they are assigned.
- In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance.
- Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.
- Adherence and accountability of training standards and processes
- While not training, Training Associate will switch back to agent role taking calls or OPS SME. Work is defined by current state and needs of the line of business
Qualifications
- A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
- Undergraduate degree in Instructional Design, English or a related discipline.
- Virtual online experience in blogging or teaching
- Ability to build rapport in an online virtual environment
- Excellent oral and written communication skills at all levels of the organization.
- Demonstrated presentation and facilitation skills.
- Proficiency in Microsoft Office applications including PowerPoint and Word.
- Ability to work any shift x 7 days a week
- Ability to understand Standard Operating Procedures and when to ask for guidance
- Ability to adapt and implement changes on the fly
- Outgoing personality
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
