The Trainer must have experience in delivering training in an on-site instructor led environment. The chosen candidate will have proven ability to work within a team, work independently, and possess excellent communication skills both oral and written.
The Trainer must also ensure that all employees have a thorough understanding of the program they are supporting to effectively carry out their responsibilities and achieve our client’s goals. The trainer should be considered a resource for the entire staff, as well as managers and team leaders. The trainer should conduct ongoing training for all skill levels, including new hire, refresher, and remedial training sessions.
Analyze training needs to develop new training programs or modify and improve existing programs
Develop training assessments and gap analysis to determine requirements and opportunities for employee development
Develop strong relationship with associates to be the avenue for information as it relates to training and procedural development
Ensure associates participate in computer-based training as applicable to their job function
Conducts and coordinates training programs to fit the specific needs of individuals such as in-house classes/workshops
Delivery, review, and maintenance of training programs or training curriculum to ensure the training needs of the organization are met
Plan, develop, and provide training and staff development programs using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, coaching, and workshops
Deliver instructor-led classes to employees ranging in skill from beginner to experienced.
Serve as the SME for programs supported.
Keep up to date and continue to learn as new products become available
Work with management team to identify best practices for system functionality and process improvement.
Understand and stay current with company processes and procedures
Monitor quality and trainee aptitude by listening to calls and providing coaching feedback to the leadership team
In addition, this position will participate in Quality Evaluation activities outside of the classroom.
Reviewing assigned task and interpreting policies pertaining to the program.
Collecting and documenting information pertaining to the quality based off the policies and regulations.
Leveraging both internal & external knowledge for quality.
Leveraging & escalating when necessary gaps pertaining to quality.
Extreme attention to detail and ownership is required.
Heavy coaching/mentoring background required.
Conflict mitigation and resolution skills will need to be demonstrated.
Reporting and analyzing results may be required in either function.
Bi-Lingual French is required
Demonstrate knowledge and application of adult learning principles
Prior experience working within a customer service organization
Prior experience in Trainer and/or Quality Analyst position preferred
Dynamic presentation and facilitation skills and able to present information in a clear and concise manner to a diverse population
Able to handle multiple projects simultaneously
Self-directed and motivated to continue to learn on own
Ability to prioritize daily demands to meet program requirements
Excellent time-management skills, a "can-do" attitude and ability to effectively meet critical deadlines
Must possess the capacity to function effectively in a demanding and time sensitive environment
Flexibility to work varying schedules and able to travel up to 20% of the time, both domestic and international
Ability to develop training and execute on deliverables with little guidance
Confident decision-making skills
Proficient in MS Word, Excel, Outlook and PowerPoint
Call center experience preferred
AA/AS Degree (BA/BS preferred) and 2 years relevant experience in a training capacity or the equivalent combination of education and experience (call center sales environment, preferred)
Excellent written and verbal communication skills required
Flexibility to work varying schedules
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.