JOB OPPORTUNITY - TO BE FILLED : Trainer (1 PERSON)
Department: Training & Development
Reports To: Director of Training - Contact Center
Quality Manager - Contact Center
Performance Manager - Contact Center
Senior Manager - Contact Center
POSITION SUMMARY
As a Trainer, under the direction of the Director of Training and Development, you are primarily responsible for the facilitation and delivery of training to team members across the board. This may also include the development of some training materials where necessary. The delivery of said training material could be virtually or physically present. You will be expected to guide the implementation of training programs that support the objectives of varying accounts. The individual should also be able to effectively assist users with questions and problems associated with the use of internal systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Enhance the competencies and skills of individual employees by conducting training courses to boost workplace performance
Communicate with Training and Performance Managers to identify training needs and map out training paths for teams and individuals
Manage, coordinate, conduct, deliver and evaluate employee training
Promote cohesiveness in the office environment
Support day-to-day operations of the Training and Development Department
Collaborate with stakeholders regarding the delivery of services
Provide peer mentoring, training, and oversight to coworkers
Deliver group or individual training courses to new and existing employees
Plan and schedule training sessions
Formulate and utilize training outlines
Select appropriate training methods and activities
Gather feedback after each training session
Keep attendance and training records
Monitor training materials for relevance and accuracy
Work with Instructional Designers to create or update training materials
Market available training to employees and provide necessary information about sessions
Evaluate and assess instructional effectiveness
Evaluate and assess trainee performance and response to training
Monitor and manage training equipment
Communicate training performance and trends to necessary stakeholders
Help maintain the department’s training plan
Stay current on training methods and techniques
Other duties as assigned by Head of Training Department
ARE YOU A GOOD FIT?
Minimum knowledge, skill and/or ability required to perform job functions:
Bilingual
Superior interpersonal skills and professionalism
Able to inject "fun" in everything that you do
Highest level of understanding of company programs, policies, services and products
Excellent oral and written communication skills, with exemplary platform skills
Solid work ethic and unquestioned integrity
Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative
Exceptional spoken and written English and Spanish skills
Demonstrates critical thinking ability
Demonstrate dependability
Ability to prioritize and multitask effectively
Must possess adequate & engaging presentation skills
Advanced capabilities within Microsoft Office, with a core focus on Microsoft PowerPoint skills
The ability to work independently, unsupervised, and deliver ongoing results
Highly organized and adept at multitasking
Consistently high performance
Reliable attendance and schedule adherence
Effective Team Player!