Trainer II

Conduent•Newark, NJ

4h•Onsite

About The Position

Trainer II is responsible for developing the knowledge and skills of employees. The trainer updates and delivers current training courses and new course modules as required for the Customer Service Centers. The trainer will ensure that all training participants be fully trained in the required aspects of the Programs’ Policies and Procedures and/or other topics as required by the Conduent Management team.

Requirements

Have an associate’s degree or work experience in training and/or customer service.
Possess prior experience presenting to a group.
Have experience mentoring or coaching in a training environment.
Capable of expressing ideas effectively in both written and spoken forms.
Able to train and work with various levels of employees.
Able to implement and develop strategies, build action plans, and set goals.
Maintain a high level of organization and ensure that training is delivered punctually.
Able to travel overnight as needed.
Be proficient in MS Office with strong PowerPoint and Excel skills.

Nice To Haves

Have learning and development experience.
The ability to convey complex information in clear and concise terms to ensure customer understanding.
Strong work ethic.
Effective and accurate written and verbal communication skills.
Effective problem-solving skills.
Customer Service Experience.
Can navigate multiple applications and research solutions with ease
Love helping people and guiding them to the best solution for their issue
Are excited by innovative technology
Provide calm conflict resolution and problem solving for frustrated customers
Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
Can commit to 100% attendance for three to five weeks of paid training

Responsibilities

Training on all aspects of the program, which includes new hire training, refresher training, product, and service training, systems training, and customer service training.
Identifying and working closely with subject matter experts (SMEs) to design, develop and refine engaging programs in various formats (documentation, live and virtual facilitation, online, video, and others).
Coordinating refresher-training schedule with different departments.
Ordering and preparing materials that are required to perform an effective training class.
Reviewing, updating, and maintaining training materials, news flashes, and/or any communication necessary.
Reviewing and proofreading training materials for accuracy and thoroughness.
Working in conjunction with the quality assurance department to ensure consistency and training needs.
Providing one-on-one coaching in training to ensure exceptional customer service.
Contributing to the development of different curriculums including soft skills and customer service training.
Preparing periodic, standardized reports and analyses of development and training needs.
Assisting all areas of the business as needed to ensure skills are refreshed.
Conducting coaching sessions and address skills or knowledge gaps that have been identified through calls, correspondence, invoices, and image reviews quality assurance reviews.
Reviewing training surveys after each training class and discuss with training manager how to implement necessary recommendations.
Participating in train-the-trainer sessions to prepare to deliver content.
Hosting train-the-trainer sessions for internal subject matter experts.
Managing and maintaining in-house training facilities and equipment.
Researching and recommending new training methods.
Performing other duties as assigned.