Job Summary:The Trainer will report to the COE Operation Manager and will be responsible for the new hire training, preparation and evaluation. Day to day training of employees including the teaching of any upgrades or revisions to processes and programs. The Trainer is also responsible for the account general communication (communication officer). All new product changes or aids with information exposed to the Customer Service Agents should go out from training with a previews approval from the CS Account Manager. Also, the analysis of training effectiveness and creating new improvement efforts to increase performance metrics.**Responsibilities**:- Facilitate new hire training programs and support all on-going training initiatives. (Across several workstreams)- Provide support to existing employees and center personnel through on-going training initiatives.- Analyze and evaluate center training needs to develop, modify or improve existing training programs, materials and curriculum.- Work actively with client and management team to ensure effective implementation and communication of all training strategies and initiatives.- Maintain a knowledge-based with all training material for all agents to have access to the material.- Track and report on new hire statistics: Test scores, call handle times, quality of calls, and any other metrics requested.- Create and deliver a positive, fun, rewarding and respectful classroom training environment.- Supporting Operations in any duties necessary.- Supporting the BOS agents working on the floor when needed.- Creating an environment to support employee retention.- Take calls and/or work on accounts at least 1 hour per week per workstream assigned to keep knowledge and expertise.Skills and Experience:- English - Spanish Language (Oral and writing 90% or higher) (C1 level in English).- The resource will adjust its schedule based on the account needs.- High School Diploma.- Product Knowledge.- Teamwork.- Excellent interpersonal skills with the ability to communicate effectively with other departments, outside vendors, and associates of all levels.- Effective facilitation and classroom management skills with the ability to present information using a variety of techniques and media.- Strong analytical, organizational and time management skills.- Demonstrated ability to be self-motivated, self-directed and work independently.
