*responsibilities*:
- deliver new hire induction and one client training program (i.e.
csc,
adt, polygroup) with excellence.
train all aspects of these programs
for new hires and delivery refresher training to tenured employees.
- ensure training materials are updated and current at all times, through
periodic reviews of content, client notified changes, or internal
department requests.
- maintain product knowledge, processes, and documentation current
and updated.
provide real information and valid scenarios to classes,
for skill practice, calibrations, and monitoring.
- communicate with diverse audiences (e.g., employees, management,
other sites,) to provide information and clarification regarding training
programs, actions, policies, procedures and best practices.
- evaluate the performance of agents using tools available such as
assessments, observations, and provide recommendations under the
guidance of the training manager.
- deliver a report to recruiting and project/operations managers
assessing each new hires performance during training so he/she can
continue to have the proper support in operations.
update contact
center agent's history, training hours, and training courses received
through the registration after finishing each training class.
- set up and maintain training facilities and related training materials
- identify and work closely with smes to design, develop and refine
programs in various formats (documentation, live and virtual facilitation,
online, video.
- monitors progress of new team members by coaching and developing
for improvement and providing on-the-job training as needed.
- to manage incidences (attendance, time off requests, & behavior) of
the contact center agents in training, through daily documentation in
required training records.
- manages change through effective communication support of change.
- accepts change by demonstrating a positive attitude when change
occurs.
- keep track of daily attendance and punctuality on each new hire.
- relay attendance issues or behavioral issues to the training manager
daily, including completion and delivery of documentation.
- maintain positive, consistent and effective communication.
- support & monitor progress of new team members in a 'nesting' or
'ojt' environment - assisting with coaching and development of
employees.
- respond appropriately to learner needs (clarification, examples,
feedback, coaching & listening).
*requirements*:
- strong english communication skills both verbal and written
- ability to work a flexible full time schedule 50+ hours per week meeting
training class needs.
schedule times may vary to meet training needs
and trainers are expected to be present a minimum of 30 minutes prior
to and after class begins and ends.
- results oriented with ability to manage change while creating a positive
environment.
- one (1) year of training experience, and/or call center leadership
experience preferred.
- dynamite presentation skills.
- tracking and reporting of trainee skills assessments using new hire
training database.
- daily tracking trainee payroll hours.