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Position Summary:
Train and facilitate adult classroom training in support of client programs to ensure superior workforce preparation; specifically with front-line representative level employees (agents, advocates, representatives, support engineers). Training may be delivered in live classroom setting or virtually. Responsible for the delivery of training curriculum to various audience members within contact centers including agents, supervisors, managers or quality team members in the area of Sales, Service or Technical Support. During Agent Training Delivery, the Trainer delivers content, conducts monitoring and develops Sales and Customer Service staff in the contact center. Trainers may periodically complete raining curriculum to address identified training needs for agent group. This position requires a high degree of facilitation skill and the ability to travel and work flexible hours. The Trainer may also interface with the program client to provide feedback on content structure. Must relay complex material in an easy to understand, structured form to a larger class of students. Trainers maintain classroom space including application verification and are experts on the training environment, processes and tools.
Overall Responsibilities:
Job Requirements:
I assess training needs through surveys, performance evaluations, and discussions with managers and employees.
As trainers, we assess the company's training needs by conducting employee surveys and interviews, consulting with other trainers, managers, and the leadership. We then conceptualize training materials strategies, initiatives, and materials based on the data collected. We schedule training sessions with the employees to improve their performance & output. We equip the organization with a trained and up-to-date workforce, delivering quality products and services to meet consumers' requirements or needs optimizing current and future goals.
Core tasks: