Trainer

About the role

The Trainer is the primary client team trainer and has overall responsibility for all representative training and continuous updating of current staff on new skills and changes as required. The Trainer will train, assist with development, and do timely reviews of training modules, including systems training, product training, customer service, and specialty areas. Training modules will be reviewed and approved by client staff during development and on review dates. These programs include, but are not limited to, call quality monitoring, coaching, and regular reports identifying training opportunities. The Trainer will analyze performance data to identify opportunities for improvement in training curricula and recommend changes as appropriate. This individual is responsible for working with Team Leaders to meet and exceed client/partner goals and target metrics.

Key responsibilities

• Work directly with Team Leaders, Operations Manager, and Program Director to ensure they are competent in performing the call quality monitoring procedure
• Confer with the client and Management staff to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, technologies, or the general improvement in customer service abilities
• Formulate process outlines and determine implementation methods such as individual training, lectures, demonstrations, conferences, meetings and workshops
• Maintain records and prepare statistical reports to evaluate call quality programs and ongoing quality process improvement for individual representatives and the team in general
• Coordinate and execute coaching and quality assurance programs related to calls, written response and/or customer interactions
• Coordinate and schedule quarterly call calibration sessions for the client and Alta Management Staff
• Oversee all training with the team and conduct MSA call reviews with each team on a quarterly basis
• Serve as the primary trainer for all training and focal point for all product questions, processes and procedures
• Monitor team members' calls to observe employee's demeanor, technical accuracy, and conformity to company policies and procedures and provide coaching, guidance, and development
• Develop, maintain and update product, customer service, and systems training modules for both classroom and online delivery

About you

• Bachelor's Degree required
• At least two years of experience in a call center industry required
• One year experience in training required
• At least one year of previous leadership experience preferred
• Excellent English written and verbal skills
• Strong organizational, time management, and analytical skills
• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation
• Ability to read and comprehend instructions, short correspondence, and memos in English
• Exceptional listening skills
• High level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail