Training Specialist

VXI Global Solutions•Morrow, OH

10d

About The Position

The Training Facilitator (Trainer) facilitates and delivers training programs covering products and services. The role provides training to new employees and delivers product-launch, upskill, and refresher training to existing employees. It also supports trainees’ performance development and may handle customer phone calls when not facilitating or assigned to learning activities. The Trainer prepares relevant lesson plans, tracks attendance and progress, monitors training results, evaluates trainee performance through assessments and nesting performance against client KPIs, and communicates training progress and outcomes to different organizational levels. The role works with Operations and other stakeholders on performance follow-up, recommends program changes, and adapts training delivery to client needs. Training may use online platforms, video conferencing, learning management systems, and virtual classrooms, with interactive techniques and assessments to promote engagement and retention. The position requires flexibility in a fast-changing, time-critical environment, including schedule adjustments for client requirements, work across international time zones, and travel for client training and certification. When not assigned to training, the employee handles customer calls and is expected to meet applicable sales and service performance measures. The stated schedule is Tuesday through Saturday, 10:30 a.m. to 7:00 p.m.

Requirements

High school diploma or GED.
Telco training experience required.
Chat training experience required.
Experience facilitating classroom and nesting for consecutive classes during aggressive ramps.
Familiarity with adult learning methods.
Ability to manage classrooms and maintain class control while multitasking.
Ability to maintain performance, quality, and service levels against metrics such as sales conversion, QA scores, attendance, attrition, first-call resolution, training assessments and surveys, and payroll processing.
Excellent verbal and written communication skills, including the ability to deliver virtual learning, explain complex concepts clearly, and adapt communication to diverse learners.
Ability to work independently and integrate with an existing team in a time-critical environment.
Ability to follow classroom and nesting standard processes.
Willingness and ability to adjust schedule to client needs.
Ability to travel for client training needs; the description states travel of up to 25% for up to six weeks at a time and separately states travel for up to three weeks.
Ability to work Tuesday through Saturday, 10:30 a.m. to 7:00 p.m.
Ability to professionally interact with internal and external clients.
Experience with classroom management or virtual environments.
Understanding and application of adult learning styles in a classroom.
Creative thinking and a solutions-oriented approach.
Ability to explain detailed information clearly and motivate students to meet Operations standards and client requirements.
Ability to adapt quickly to changing business needs and processes.
Flexibility to accommodate a 24x7 environment and international time zones.
Ability to use proven sales and service techniques and interact proficiently with online systems while meeting customer care and performance expectations.

Nice To Haves

Three or more years of call center training experience preferred.
Proven instructional design abilities strongly preferred.
College degree preferred; adult education is a plus.

Responsibilities

Facilitate training for new employees and deliver product-launch, upskill, and refresher training for existing employees.
Prepare lesson plans relevant to training materials.
Coach classroom performance, attendance, and behavioral challenges in coordination with Human Resources, the Lead Facilitator, and the Manager as required.
Recommend changes to existing training programs and provide feedback to the Client/Training Manager.
Maintain training attendance records and progress reports, and monitor training results.
Communicate training delivery progress and results clearly to various levels of the organization.
Evaluate trainee performance using assessments and review of nesting performance against client KPIs.
Share ownership with Operations for trainee performance follow-up 30, 60, and 90 days after classroom instruction.
Use online platforms, including video conferencing tools, learning management systems, and virtual classrooms, to facilitate training.
Drive class engagement through interactive techniques and use assessments, quizzes, and surveys to measure virtual training effectiveness.
Follow classroom and nesting standard processes based on internal and client needs.
Stay up to date on learning and development philosophies, technologies, methods, and techniques.
Handle customer phone calls when not facilitating or assigned to learning activities, while meeting KPI requirements.
Use sales and service techniques to build customer relationships, improve the buying experience, retain customers, and meet customer care commitments.
Use online systems to address customer needs, identify sales and retention opportunities, and present appropriate solutions.
Meet or exceed applicable sales quotas and service objectives in a fast-paced call center environment.
Adjust schedule to meet client needs and requirements and travel for client training needs as required.