Customer Service Trainer

The Company:

S&P Data is a leading North American Contact Center with a state of the art work environment. Operating since 2014, we're proud to be providing employment opportunities in 6 locations across the USA and Canada including Cleveland, Troy, and Albuquerque.

Summary of Duties: 

The experienced Call Center 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

Personal Attributes:

• Capable of managing multiple, simultaneous projects
• Ability to innovate, motivate and educate
• Ability to demonstrate outcomes generated as a result of training
• Strong time management skills
• Ability to work with minimal supervision and tight time lines
• Ability to become the subject matter expert on a variety of topics

• What we offer:

  We are a mid-sized company with a very flat organizational structure- you'll have direct access to the "big wigs" in the company. There are many chances for exposure to new ideas and departments which means you'll get various opportunities to upskill. We love to promote from within and work hard to prepare high potential employees with the skills they need to succeed.

  • Two weeks of in-class training plus ample support as you transition into production
  • Love weekends off? You will be working a Monday-Friday schedule
  • Ongoing training including sales coaching and the potential for leadership development for those with goals to move up the ladder
  • A ton of opportunity for mentorship to prepare you for career advancement as the company grows

  Equal Employment Opportunity/Affirmative Action Program

  As an equal employment/affirmative action employer, S&P Data employs, retains, promotes, terminates and otherwise treats all employees and job applicants on the basis of merit, qualification and competence, without regard to race, color, national origin, religion, sex, age, physical or mental disability, marital status, citizenship, veteran status, or any other legally protected classifications or characteristics.

  This policy also includes job assignments, transfers, wage and salary reviews and equal treatment in and access to company paid benefits.

  Through our EEO and Affirmative Action Program, the company takes positive steps to ensure that equal employment opportunities prevail. Elements of our written program are available to all employees upon request.

  Listed below are several employment programs and requirements to which we willingly adhere. The actual statements are posted in visible locations throughout each work location.

  Affirmative Action Program/Equal Employment opportunity

  • Sexual Harassment Policy
  • Disabled Veterans/Veterans of the Vietnam Era
  • Drug Free Workplace
  • Family and Medical Leave Act
  • Americans with Disabilities Act
  • Immigration Reform and Control Act

  Polygraph Protection Act

  • Job Safety and Health Protection Act (OSHA)
  • Fair Labor Standards Act (FLSA)
  • Ohio Bureau of Worker’s Compensation (OBWC)

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