Trainer

The Trainer is responsible for planning, preparing, and delivering training material to customer service agents using diverse learning methodologies. This includes classroom instruction in a learner-led environment, active classroom techniques, small and larger group activities, and self-directed learning

RESPONSIBILITIES

Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties

Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills

Lead, inspire and provide positive and constructive coaching and feedback to learners

Ability to address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources

Ability to prioritize workload, complete reporting/administrative tasks during learner's self-study or small group exercises to meet deadlines with minimal overtime

Administer effective evaluation and testing techniques to assess trainee performance

Assure preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools

May be responsible for training other trainers on facilitation skills, client training or other training requirements within current program/site or other programs/sites as a facilitation expert

Become a subject matter expert and may assist with development of training materials Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable

Provide training reports, including classroom progress, individual agent progress, and other performance tracking as requested by management

Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary to improve production performance

May perform other additional duties and responsibilities as assigned

EDUCATION and/or EXPERIENCE

High school diploma or equivalent; Associate degree (A.A.) or the equivalent from a two-year college or technical school preferred

Minimum one year experience in call center environment

Minimum one (1) Collections experience. Sales experience will be considered

JOB REQUIREMENTS:

Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another trainer as back-up

Subject matter expert for current client

Demonstrate strong knowledge of curriculum and ability to facilitate curriculum.

Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction

Strong computer and software navigation skills including ability to troubleshoot basic technical issues.

The use of Microsoft Office, as an advanced user of the tools, primarily Excel and PowerPoint are required

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form