pst TrainerTalent Acquisition Solutions

Offer description
Negotiable Permanent contract Full Time
Summary
Conduct client program training and reinforcement training for new hires. Supervise
agents through training and Academy Bay (A-Bay).
Essential Duties & Responsibilities
• Responsible for the delivery of consistent high-quality client training programs by
• embracing the Company's training methodology.
• Facilitate alignment to the training approach and adheres to the Company's
• onboarding, New Hire Training, and A-Bay playbook standards.
• Supervise agents through training classes and A-Bay and assist in the successful
• integration of agents into Operations. Manages policy and procedure concerns
• through the administration of corrective action up to and including termination.
• Oversee agent performance management by evaluating performance and
• delivering Coaching for Results (CFR) coaching in New Hire Training and A-Bay.
• Appropriately document agent performance through maintenance of
• communication logs noting progress, assessment scores, etc.
• Responsible for administering training surveys at the end of New Hire Training
• and A-Bay to measure and report on the effectiveness of training and agent
• preparedness; receives feedback and continuously improves upon training
• delivery.
• Assesses training needs and learning styles and customizes training approach to
• be the most effective based on the audience and training content. Utilizes and/or
• designs role-play scenarios to drive job simulation practice.
• Comply & participate in the Company's Trainer Coaching and Development
• Program and complete action plans created to focus on trainer performance
• improvement & grow job skills.
• Evaluate and recommend training content improvement
• Provides additional one-on-one training and coaching support to agents that
• need additional focus.
• Prepare training reports for Training and Operations to record training milestones
• and progress, as required.
• Responsible for obtaining and/or maintaining all relevant certifications to
• perform job. Participates in ongoing Trainer skill development by attending
• training classes and participating in ongoing coaching sessions.
• Responsible for understanding and complying with all policies, procedures, and
• regulations relating to job duties.
• Perform other duties as assigned by management.
Qualifications & Requirements
• Minimum of 1-2 years of experience in call center operations and/or prior
• experience in customer service and training experience in a service industry
• required; BPO/call center experience preferred
• Knowledge, Skills, Abilities & Other Characteristics:
• Excellent interpersonal, written, and oral communication skills.
• Proficient personal computer skills including Microsoft Office including Excel,
• PowerPoint, and Access.
• Must possess strong problem-solving skills.
• Strong coaching and motivating skills.
• Knowledge of adult learning theories is a plus.
• Ability to analyze training needs to identify deficiencies and foster a learning
• environment that promotes continuous improvement.
• Ability to lead both new and experienced employees to perform their duties.
• Ability to work in a team-fostered environment.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to adapt to a flexible schedule.
• Ability to maintain the highest level of confidentiality
Requirements
Minimum education level: Bachelor ́s Degree
2 years of experience
Availability to travel: Yes
Availability of change of residence: Yes
More than 30 days ago
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