Trainer on site

The call center trainer is a position responsible for training and preparing new and existing team members for their roles within the organization. This vital position partners with clients, operational, and leadership teams to design and deliver interactive training in a manner consistent with business needs. This includes providing ongoing training, assessments, support, coaching and development where appropriate.

Position Detail

• Trains and prepares new and existing team members by conducting in-person and virtual training.
• Analyzes training needs to develop, modify, and improve new and existing training plans and materials using classroom instruction, demonstrations, on-the-job training, meetings, coaching, and workshops.
• Present information using a variety of instructional techniques or formats, such as role playing, simulation, team exercises, group discussions, videos, and lectures.
• Act as a role model by demonstrating leadership, and by maintaining credibility within the company, ensuring a positive image is maintained.
• Determines and assess training needs through surveys, interviews with employees, and focus groups.
• May perform other duties and responsibilities as assigned.

Qualifications

• Minimum 2 years training experience
• Minimum 2 years conducting technical support training
• Call center experience a plus
• Some post-secondary education preferred
• Excellent public speaking, presentation, teaching, people skills, and written communication.
• Experience incorporating role plays and simulations as part of training
• A talent for bringing out the best in others, and helping them learn, grow, and succeed. Skill in giving actionable feedback in a constructive, effective manner.
• Ability to explain complex concepts and dense information in a clear and relevant way.
• Flexibility to tailor communication style dependent upon the audience.
• Proficiency in Microsoft applications
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