Trainer

THE COMPANY:

S&P Data is a leading North American Contact Center serving a wide variety of Fortune 500 company as the point of contact for their customers. Operating since 2004, we are proud to be providing employment opportunities in 7 locations across Canada and the USA.

Do you like building things from the ground up? Are you fired up by helping others reach success? Do you have experience working in a leadership role within a call center environment? This just might be the perfect job for you.

We offer full-time employment with a competitive hourly wage and a comprehensive Employee Benefit Plan including medical, dental, and vision care.

WE ALSO:

• Provide you chances to dramatically increase your earning potential with uncapped bonuses plans and monthly performance incentives.
• Develop and foster your sales and soft skills with our paid, best-in-class training and ongoing development initiatives.
• Recognize and reward our team with our robust recognition program.
• Promote from within- We recognize our employees by providing opportunities for training and advancement.

Summary of Duties: The Trainer will primarily be responsible for coordination of facilitation of training programs to meet the needs of the client and corporate channels. His/her team will be responsible for the development and delivery of initial and ongoing training programs in order to enhance individual, team and company performance. He/she in conjunction with the Operations Manager will also be responsible for the development of program management teams.

Main Responsibilities:

• Coordinate the facilitation of product, application, process and sales skills training to new and existing employees
• Monitor business indicators and conduct needs analysis to determine training needs and objectives
• Assist in assessment of employee skills to identify training requirements
• Identify, document and communicate all performance related outcomes
• Provide ongoing needs assessment of training content and materials
• Identify the learning requirements of specific programs
• Work with team to monitor effectiveness of programs and progress of trainees
• Communicate frequently and effectively with business partners to ensure that goals and objectives are being fulfilled
• Make recommendations that improve training and knowledge management
• Provide training in support of team challenges
• Develop and train program management teams to help drive program results
• Performs gap analysis using quality and sales results
• Provide feedback to business partners regarding challenge areas to improve productivity and procedures
• Assist in providing a professional, creative, energetic and thorough training experience for employees
• Provide periodic reports to management on course development and training projects
• Maintain ongoing communication and development programs with management
• Direct and Manage Quality Assurance department to ensure Quality performance metrics are being measured and met
• Other special projects and duties as requested or assigned

What we are looking for:

• Post-secondary education and/or formal training in a related area is an asset
• Minimum 1 year experience as a Trainer is highly desirable
• Direct or indirect sales experience is an asset
• Working knowledge of MS Office applications
• Background in a contact center or customer care environment is an asset
• Strong team development and communication skills
• Effective presentation skills: keep interest, encourage interaction, demand participation
• Appreciation of diversity
• Excellent ability to relationship build
• Effective coaching skills and a persuasive communicator
• Strong verbal and written communication skills are essential
• Flexibility to work additional hours as dictated by business needs