Cleveland, Ohio

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

·         Oversee agents during nesting and ensure all metrics are met

·         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


Skills and Qualifications:


·         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



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