Trainer I

Job Summary:

Responsible for updating, enhancing, and producing training materials, identifying, recommending, and administering ongoing/new training in alignment with call center customer service philosophy and business needs.

Responsibilities:

• Partner with department leaders to identify training needs for new hires and existing employees.
• Collaborate with management to communicate policy and procedure updates and ensure a consistent customer experience.
• Conduct new hire training classes, including preparation of training materials, resources, and facilities.
• Facilitate recurrent training sessions, meetings, and seminars related to policy, procedure, and protocol changes.
• Adapt training methods to accommodate different learning styles through: Role-playing exercises, Simulations, Team exercises, Group discussions, Videos, Lectures etc.
• Work closely with Quality Assurance teams to conduct training needs assessments and identify training gaps.
• Develop and improve training curriculum and delivery methods based on business requirements.
• Create, implement, and maintain training materials covering: Product knowledge, Process awareness, System expertise and Call handling skills
• Identify and implement industry best practices and training processes.
• Share knowledge and best practices with other iQor facilities and teams.
• Ensure compliance with all company policies and procedures, including Security, Health, Safety, and Quality standards.
• Maintain confidentiality of systems, data, proprietary information, and customer-specific information.
• Interpret instructions provided in written, oral, diagram, or schedule formats.
• Support and align with business objectives and call center operational strategies.
• Perform other duties as assigned.

Skills Requirements:

1 or more years of training experience in call center.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Consistent attendance is an essential function of the job.