II, Trainer

Waste Management, Inc. (WM)•New Berlin, WI

17h•Onsite

About The Position

The II, Trainer is responsible for the initial and ongoing training of all customer experience staff. The primary function is to ensure effective training, so that CERs handle all calls effectively and efficiently and meet expectations for performance KPIs. Ensures the effectiveness of training methods through business partnering and engaging facilitation.

Requirements

HS diploma or GED and 3 years’ of relevant experience, including facilitation and project work.
Proven ability to influence, coach, and facilitate at all levels.
Demonstrates the skills necessary to verbally explain challenging concepts and document them in writing.
Possesses excellent presentation and classroom management skills.
Ability to execute against changing priorities and deadlines with minimal supervision.
Enjoys change and adapts constructively.
Demonstrates the ability to build consensus to drive change.
Has the ability to work in structured and unstructured environments to strategically set and achieve organizational goals.
High commitment to personal excellence.
Highly motivated, self-directed, and engaging.
Adapts and thrives in a demanding, fast-paced environment with constant change.
Possesses a high level of critical thinking skills, problem-solving ability, and a passion for call center training.
Operates with a high level of professionalism, emotional intelligence, and integrity.
Must have the ability to work a flexible schedule.

Nice To Haves

Experience with Outlook, Word, Excel, PowerPoint, Camtasia, Snagit, and Publisher preferred, but not required.

Responsibilities

Delivers training for various curriculums in the classroom, team huddles, or virtually.
Demonstrates knowledge of level one and two instructional design by creating and editing how-to learning videos and designing classroom practice activities and knowledge checks.
Adjusts training discussion content to effectively engage learners on all levels.
Communicates topics effectively by properly understanding the needs of the audience and targets the sessions to meet the participants’ education and skill levels.
Creates and updates procedure documents to ensure the accuracy of training and call center processes.
Partners with project management, quality assurance, training leadership, and CE SMEs to maintain knowledge of procedures, processes, and call guides.
Contributes to overall training team effectiveness by asking questions, offering insight, providing project support, and learning to deliver continuing education courses for all CE staff.
Modifies training tools and job aids based on the needs of the customer experience call center.
Serves as a subject matter expert (SME) in the facilitation of training materials.
Assists with communications to frontline call center team members with regard to changes that impact customers or internal processes.
Participates in meetings with peers and managers regularly to discuss and analyze classroom engagement, procedural updates, and growth plans.
Learns new systems or products to effectively facilitate training sessions.
Manage the LMS, including but not limited to adding courses, compiling knowledge check scores, and registering team members for eLearning.