Trainer

Trainer Job Description

Experience – Minimum of 2 + years of experience in a call center environment with at least 12 months experience as Trainer, Team Lead, Supervisor/SME.

Responsibilities

• Own content development and delivery, performance dashboard and reports, and other activities related to new hire, ongoing, remedial, and just-in-time training.
• Review, update, and continuously improve New Hire Training curriculum, evaluation tools, activities and documentation
• Analyze performance needs/trends and gaps, design, develop, and deliver instructional training – refresher training/Just in Time(JIT) training.
• Rolling out biweekly knowledge measure tests(KMTs) for the account, analyze trends and take necessary action
• Effectively interact with team members keeping in mind that different people have varied backgrounds and temperaments
• Perform QA monitoring and coaching/feedback sessions as per the business requirement when training role is not active
• Work on special projects and other duties/responsibilities as business requires.
• Demonstrate teamwork by supporting and assisting others on the team as necessary
• The trainer will report any HR or operational issues regarding an agent to their manager.
• The trainer will maintain a professional and positive environment at all times.

Knowledge, Skills, and Abilities

• Familiar with contact center tools, systems, and methodologies.
• Strong MS Office skills, including Word, Excel, and PowerPoint.
• Adaptable to multi-task, swift program changes, developing the skills in proactive critical thinking, and problem-solving.
• Ability to provide and receive coaching and feedback.
• Have excellent planning, organizing, and problem-solving skills.
• Ability to encourage, motivate and provide recognition.
• Flexibility to work varying shifts and responding to unanticipated events.
• Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner in one-on-one and group situations to internal and/or external clients.
• Video game knowledge is preferred.

EEO Statement: CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.