Trainer, Contact Center

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages the onboarding process of new employees into the company and/or department, by facilitating a robust new hire training program, ensuring a smooth and efficient transition into the contact centers operations. New hire training programs may be up to 15 weeks at a time.
• Research, and recommends facilitation strategies and technology to Training Lead and Managers to deploy targeting the strategic direction of the business on improving efficiency
• Analyze data collected by Quality Assurance and business SMEs and creates training programs for employees to optimize performance on key business metrics
• Provides feedback to Training Lead and Managers re opportunities identified through training facilitation and recommend solutions and actions to improve performance Direct partnership with the Business Supervisors, Managers and Quality Assurance to maximize effectiveness of Knowledge Desk, Homeport, PeopleSoft, Business Systems, and brand certification programs.
• Works directly with cross functional departments, i.e. I.T., Marketing, Sales to understand new products, programs and policies that require development of recurrent training modules
• Establishes working relationships with Sales, Global and Corporate HR Training Departments to implement new learning solutions and upgrade existing programs
• Supports the creation, design and development of training curriculums utilizing traditional and eLearning strategies
• Acts as an educational resource to support professional development plans for employees.
• Assists with recruiting and interviews of new employees into the training department
• Manages communication of company, brand and promotional updates to all global contact centers
• Facilitate the delivery of brand training initiatives
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

KNOWLEDGE AND SKILLS:

• Must possess excellent interpersonal skills.
• Should effectively build relationships and encourage collaboration in order to create positive and significant outcomes.
• Must be able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action.
• Strong verbal and written communication skills required.
• Must demonstrate strong initiative.
• Must possess effective facilitation and presentation skills.
• Technical Writing, Teaching/Training, performance measuring, multimedia, curriculum and course development.
• Ability to work independently or on a team.
• Must have the ability to work evening and weekend hours as needed.
• Must demonstrate consulting, project management and organizational skills.
• Must demonstrate effective questioning and listening skills.
• Must be able to utilize a variety of instructional methods in order meet the needs of the team.
• Must ensure all training activities and materials meet with relevant organizational and statutory policies, including health and safety, employment and equality laws.