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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.
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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
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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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