Program Ready Trainer

CNX • Lake Mary, FL

1d • $17 - $20 • Onsite

About The Position

The Program Ready Trainer II (PRT) is a temporary training role that is designed to introduce agents to the training organization by supporting the delivery of client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs. This position requires attaining and maintaining certification in the Associate Trainer Certification Program. Successful PRTs may career path into the Training Organization.

Requirements

• Bachelor's Degree in related field from a four-year college or university with three to five years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Demonstrated ability to multi-task and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
• Completes work with a limited degree of supervision.
• Likely to act as an informal resource for colleagues with less experience.
• Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions
• Minimum of two years of college education.
• No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally
• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Responsibilities

• Under the guidance of the class Trainer and supervision of the local Training Manager, the Program Ready Trainer will facilitate the training of classes as required
• Apply effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts
• Assist in evaluating the performance of associates using tools available such as assessments, playbook observations, etc. to the Trainer and Training Manager
• Convey timely performance information to the Trainer and Training Manager throughout the training process/cycle
• Responsible for achieving individual training performance metrics
• Support the transition of trainees from training to production environment, ensuring competency levels meet business needs
• Maintain current product knowledge for each account by taking calls, attending team meetings, and side by side observations
• Participate in Concentrix and client training sessions as required
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
• Assist and participate in a positive learning culture under the guidance of the Training Manager to include identifying and communicating areas for curriculum development/enhancement opportunities

Benefits

• medical, dental, and vision insurance
• comprehensive employee assistance program (EAP)
• 401(k) retirement plan
• paid time off and holidays
• paid training days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree