Contact Center Trainer

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. The Training Facilitator (Trainer) will be responsible for facilitating and delivering training programs for all aspects of products and services. Your Day to Day: · Under general supervision, provides training for new employees. · Under general supervision, delivers product launch, up-skill and refresher training to existing employees. · Prepares lesson plans relevant to training materials. · Under general supervision, coaches to performance, attendance and behavioral challenges in the classroom in coordination with Human Resources, Lead Facilitator and Manager as required. · Recommends changes to existing training programs by providing feedback to the Client/Training Manager · Maintains records of training attendance, progress reports and monitors training results · Provide clear and concise communication to various levels of the organization regarding training delivery progress and results. · Completes on the phone time with customers while not in active classes/up trainings. Job Requirements: · Facilitate training for new and current employees. · Demonstrate classroom management and class control while multi-tasking. · Maintain the highest levels of performance, quality and service, based on defined metrics, which include but are not limited to sales conversion, QA scores, attendance, attrition, first call resolution, training assessments and surveys, payroll processing, etc. · Evaluates trainees’ performance by use of assessments and review of nesting performance based on client KPI’s. · Co-ownership with Operations, of trainee performance 30-60-90 days after classroom instruction · Facilitate using various online platforms, such as video conferencing tools, learning management systems (LMS) and virtual classrooms. · Drive class engagement and employ interactive training techniques to ensure active participation and knowledge retention. · Excellent verbal and written communication skills with the ability to deliver engaging virtual learning, explain complex concepts clearly and adapt communication styles to diverse learners. · Implement and use of assessments quizzes and surveys to measure effectiveness of virtual training programs, · Ability to work independently, integrate with an existing team while maintaining flexibility in a time-critical environment. · Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field · Ability to follow classroom and nesting standard processes based on internal and client needs. · Willing and able to adjust schedule to meet client needs and requirements. · Willing and immediately able to travel up to 25% of the time for up to 6 weeks at a time. · Utilize proven sales and service techniques to build customer relationships, enhance the customer’s buying experience, retain customers, and exceed customer care commitments. · Interact proficiently with a variety of online systems to problem solve, identify sales and retention opportunities, and present an all-inclusive solution that meets the customer’s needs. · Opportunity to consistently meet or exceed sales quotas and service objectives in a fast-paced call center environment. · While not in facilitation or learning assignment, will be required to handle phone calls while meeting KPI requirements. To be successful, you must demonstrate: · Proven instructional design abilities strongly preferred. · Proven ability to professionally interact with internal and external clients. · Classroom management/virtual environment experience · Adult learning styles comprehension and execution in a classroom · Creative thinking skills and solutions-oriented · Articulate detailed information in an easy-to-understand manner. · Ability to motivate students to learn and perform to Operations standards and client requirements. · Ability to thrive in a rapidly changing environment quickly adapting to changing business needs and processes. · Flexible with schedule to accommodate working in a 24x7 environment and international time zones. · Ability to travel for client training needs and certification, up to 3 weeks. · Open Availability to accommodate hours of operation The Education/Experience required: · 3+ years call center training experience preferred. · Financial Training Facilitation Experience · High School Diploma/GED · College degree preferred (Adult education a plus) Internal Eligibility Criteria: No active PIP within the last 6 months Good Attendance Record, 85% or higher for the last 90 days QA Scores, 85% or higher average for the last 90 days LOB KPIs at or above goal for the last 90 days For lateral transfers, 6 months in current role/LOB For promotions, no minimum tenure required This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent. Not included are duties and responsibilities common to all supervisory positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule, assign and review work; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance of subordinates. Pay Rate 3120 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!