Onsite Trainer - Norman, OK

Advanced Call Center Technologies, LLC•Norman, OK

4d•Onsite

About The Position

Under the general direction of the Director of Training & Quality, facilitates company and client training programs for current and new employees. Position reports to the Manager, Training & Quality. Incumbent has routine contact with new hire employees, existing production employees, support staff, managers, and client representatives. Responsible for the instruction and delivery of the company’s and client’s training program curriculum to existing and new hire employees. Facilitates the classroom training and coordinates on the job training as required.

Requirements

High School diploma/GED.
Minimum of one year of related call center experience.
Computer experience in a Windows and web-based environment.
Experience using internet, word processing, spreadsheet and calendar software required.
Ability to speak effectively in front of groups of employees or customers.
Ability to write and complete routine reports in various formats.
Ability to analyze, interpret and report results, trends and outcomes.
Ability to deal with problems involving several concrete variables in standardized situations

Nice To Haves

Associate’s degree or some college preferred.
Supervisor or training experience preferred.
MS Word, Excel and Outlook experience preferred.

Responsibilities

Delivers training on program content, product information, and company and client expectations to students in a classroom environment.
Facilitate training programs according to company and client guidelines.
Prepares and sets-up classroom.
Prepares training course materials for each class and maintains instruction manuals.
Develops and implements job aids for trainees
Track and report upon the progress of the training class.
Identifies at-risk employees and implements an individual coaching plan for success.
Maintain class roster, attrition reports and weekly productivity reports.
Provide well prepared employees who know and understand the program, client, products, policies and productivity expectations.
Provides call floor support during employee transition from training to production environment
Deliver refresher training and program update training to existing employees as required.
Attends train-the trainer sessions and stays current on curriculum content changes.
Other Duties as described my management