Trainer - Hybrid - Myrtle Beach, SC

Startek • Myrtle Beach, SC

233d • Hybrid

About The Position

Using effective training method and techniques, is responsible for delivering training programs for new and current Customer Care Representative on new products/services, selling skills, system changes and/or new business initiatives. Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct. Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. Prepares and submits final training report to appropriate management. Interacts with clients on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses). Makes recommendations on curriculum and content for Learning Management Systems/Learning Content Management Systems (LMS/LCMS). Prepares, develops and conducts personal one-on-one training and development plans for agents. Directly supervises new hire trainees and delivers corrective action if required. May directly supervise new hire trainees from Foundations Skills all the way through Product specific training. Supervises Academy Bay or production agents if necessary. Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms).

Requirements

• High School diploma or equivalent related experience.
• Bachelor's degree or equivalent related experience preferred.
• Six (6) months prior experience in a call center environment is required.
• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Effective listening skills to ensure understanding of instructions and directions.
• Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

Nice To Haves

• Demonstrated effective project management, presentation, negotiation and persuasion skills.
• Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.
• Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.
• Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.
• Ability to conduct effective and engaging presentations in a variety of delivery formats.
• Skilled at classroom facilitation and managing effective discussion and dialogue to enhance the learning experience in a diverse classroom environment.
• Strong understanding of Adult Learning Principles and ability to demonstrate when facilitating.
• Ability to develop and deliver online web-based training programs.

Responsibilities

• Delivers training programs to new and current CCRs.
• Delivers new hire training and initiative based training in a classroom setting using a variety of teaching methods and media resources.
• Provides developmental coaching and feedback to new employees to enhance skill development and to meet graduation requirements.
• Maintains records of attendance, coaching and development documentation, as well as corrective actions.
• Develops new and tenured agents in understanding all areas of performance including, long term customer satisfaction, and productivity components that drive revenue and customer loyalty.
• Builds and maintains business relationships, as well as open lines of communication with our partners in Operations, QA, and other support areas.
• Partners with the Instructional Design by providing recommendations for instructional material and curriculum content changes, as well as new training interventions.
• Participates in learning activities and professional development to improve individual skills.
• Performs other related duties and responsibilities as assigned and/or required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED