Trainer - Call Center


Cleveland
Cleveland, Ohio


Last Day to Apply: June 30, 2021

Contact Centre Trainer

THE COMPANY:

S&P Data is a leading North American Business Service Centre serving a wide variety of Fortune 500 companies 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 in a training role? This just might be the perfect job for you.

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

WE ALSO:

  • 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.

THE JOB:

As Trainer, you will share your program and sales expertise with all new hires to the program through facilitation of training programs to meet the needs of the client and corporate channels. You will be responsible for the delivery of initial and ongoing training programs in order to enhance individual, team and company performance. In conjunction with feedback from the Operations Manager and Quality Assurance Representative, you'll ensure ongoing improvement to the training curriculum.

YOU'LL ALSO:

  • Facilitate core new hire curricula or continuing education in a classroom or virtual setting leveraging various methods (Zoom and Microsoft Teams)
  • Develop and deliver pre and post evaluations
  • Collaborate with the Quality Assurance team to further enhance employee development and feedback
  • Collaborate with SME’s to tailor or amend training materials
  • Coach, develop and mentor participants
  • Prepare for engagements by reviewing course content, research and side by side job shadowing
  • Experience using a variety of learning activities to engage participants (icebreakers, gamification, case studies)
  • Maintain records of training engagements including rosters, materials and assessments
  • Experience with adult learning models

WHO WE'RE LOOKING FOR:

You're a charismatic individual who can command and inspire a large group with your expert level communication skills. You have a special talent for simplifying complicated information and making it interesting.

YOU ALSO HAVE:

  • Minimum 1-year experience as a Trainer in a call/contact center environment required
  • 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 English communication skills are essential
  • Flexibility to work additional hours as dictated by business needs

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

S&P Data is an equal opportunity employer. In addition, S&P Data is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout New Brunswick. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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