Remote Trainer

Summary

Join our dynamic team as a Trainer to provide initial and ongoing training for the Call Center through various delivery methods, developing product knowledge and skills while supporting departmental and customer-facing improvement initiatives.

Requirements

• Knowledgeable about existing and emerging training methods/tools
• Familiarity with Call Center reporting, KPIs and SLAs
• Ability to coach and mentor other effectively
• Comfortable with client facing interaction
• Strong technical background and knowledge. Proficient knowledge in MS Office programs, Internet browsing, etc
• Excellent oral and written communication and interpersonal skills
• Strong presentation skills; strong analytical and problem solving skills
• Able to multi-task effectively
• High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
• Self-starter, sense of urgency, and works well under pressure
• Able to build rapport and listen attentively to the needs of customers
• Resolution oriented, drive to take initiative
• Good organizational, time management and follow-up skills
• Ability to be flexible in work schedule including nights and weekends

Responsibilities

• Present training materials through classroom learning to support call center functions including system, process, policies, product/service, and customer interaction skills
• Conduct technical training needs assessment by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks
• Assesses training needs of agents; design and build training aids to assist with delivery of training; Plan and implement competency based assessments to measure participant performance
• Maintain current call center knowledge for each affiliate by taking calls, attending team meetings, and side by side observations
• Recommend and develop supplemental training to existing employees when needed
• Interact with all areas of the business on products and services to ensure current information
• Act as liaison to other department personnel for training-related issues and questions
• Partner with SMEs and peers to address knowledge gaps and areas of opportunity identified through departmental objectives
• Develop, manage, and organize training library
• Assist with QA monitoring, feedback, coaching to include measuring training class results through 30, 60, and 90 day post-training evaluations and identify areas of opportunity
• Provide reporting on effectiveness, progress, improvement
• When required or needed, jump in queue and assist as needed to maintain SLA for customer base
• Performs other duties as required

Benefits

Work is typically performed in an office setting