Trainer

The Trainer is responsible for the training and development of call center personnel in the areas of client deliverables and expectations including product information, sales, and customer service. Trainers may also train leadership team members in expected Everise leadership contributions and behaviors, management skill and internal policy and procedure.

Job Responsibilities:

• Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures
• Proficient and comfortable in training in a remote virtual training environment or brick and mortar
• Ability to train and facilitate via Adobe Connect – or similar remote training platform and traditional Brick and Mortar environment
• Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance
• Partner with clients in curriculum design and modification. Develop associated supporting materials.
• Ability to train to adult learning styles virtual and brick and mortar
• Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives
• Prepare lesson plans and course agenda for each training class
• Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
• Execute nesting or on the job training excellence with results
• Ability to train class sizes anywhere from 10 to 100 learners
• In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance
• Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams
• Ensure trainees are successful for production environment and long-term retention
• While not training, trainer could be asked to take phone calls or support operations, depending on the business needs

Qualifications:

• A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
• Undergraduate degree in Instructional Design, English or a related discipline.
• Virtual online experience in blogging or teaching
• Ability to build rapport in an online virtual environment
• Excellent oral and written communication skills at all levels of the organization.
• Demonstrated presentation and facilitation skills.
• Proficiency in Microsoft Office applications including PowerPoint and Word.
• Ability to work any shift x 7 days a week
• Ability to understand Standard Operating Procedures and when to ask for guidance
• Ability to adapt and implement changes on the fly
• Outgoing personality