Trainer
firstsourc•Remo, VA
•Remote
About The Position
Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
Requirements
- High school diploma or equivalent
- Previous call center experience required
- Advanced presentation, interpersonal, time management, and organizational skills
- Strong training program design experience
- Excellent verbal and written communication skills
- Proficiency in MS Office applications, e.g., Word, Excel and PowerPoint
- Ability to work both independently and in a team environment
Nice To Haves
- Project coordination experience preferred
- Previous experience in banking, financial services, or customer support environments.
Responsibilities
- Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors
- Ensures class objectives and learning curve performance metrics are achieved according to pre-defined plan
- May design and develop training materials and curriculum
- Recommends additional learning materials as appropriate
- Conducts evaluations and develops new programs to address individual, departmental or company needs. Researches and develops program content to achieve specific objectives for each program
- Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum
- Adapts existing programs to suit various audiences
- Reviews and updates policy and procedure manuals
- Assesses employee training needs and provides feedback to management
- Maintains internal department and external class training records
- May work with vendors to bring in external training courses
- Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management
- Other related duties assigned as needed
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What This Job Offers
Career Level
Mid Level
Education Level
High school or GED
