Trainer
Encompass Consulting Group, LLC. - Lenexa, KS

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DESCRIPTION

The Trainer occupies a key role as the initial facilitator / leader for new call center team members. Leading the new hire training program, teaching and validating requisite skills and behaviors are key job functions. In addition to facilitating new hire classes, the Trainer facilitates ongoing and enhancement training and may be assigned for specialized training projects. The Trainer is expected to maintain expert status in the areas taught, and will regularly do so by handling routine customer interactions. The Trainer will collaborate with Operations Department leaders to provide feedback on products and suggestions as to how to improve learning effectiveness.

DUTIES

  • Job Responsibilities: * Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program processes and procedures* Assists Senior Trainer to prepare and deliver training on the floor that will improve team members' skills, knowledge and performance * Work with Senior Trainer to create training materials (instructor guides, participant materials, job aids) as needed* Regularly gather information and document updates to training materials* Attend regular training meetings, respond to emails and phone calls to insure all program information is up to date and documented* Responsible for submitting/channeling/documenting all recommendations/revisions from the call center to the Senior Trainer* Works with Compliance Department in agent calls and agent performance to identify training gaps* Coordinate efforts with the Quality Team to assist in the quality improvement process of team members* Maintain class attendance and performance records of team members in training* Complete required training forms (Class roster, training logs and other forms as determined by the Senior Trainer)* When class is not in session, dedicates at least 2 consecutive hours weekly to taking/making program calls to remain up-to-date and in touch with program training needs. This requirement may be increased by business needs* Keep a log of the questions that the agents are bringing up and communicate the questions/issues to the Senior Trainer
QUALIFICATIONS

  • Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence* Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner* Strong organizational and problem resolution skills* Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs* Experience in designing and developing training material is preferred but not required, for assisting with the development of training manuals, job aides, tests, and classroom exercises* Strong interpersonal skills, the ability to perform effectively as member of a team * The ability to lead teams and measure individual performance* Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)* Excellent judgment and problem solving skills* Ability to creatively use resources and adjust to changes quickly and professionally* Ability to work independently with minimal supervision, but also in a team environment* Strong attention to detail* Candidates will have a combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation* One to two years progressively responsible experience in a contact center environment* Successful experience as a Team Leader, Mentor, and/or Trainer* Ability to work in a normal office environment* Ability to work multiple shifts as required* Work week while facilitating training may be 45-50 hours •§ Job Responsibilities: •§ Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program processes and procedures•§ Assists Senior Trainer to prepare and deliver training on the floor that will improve team members' skills, knowledge and performance •§ Work with Senior Trainer to create training materials (instructor guides, participant materials, job aids) as needed•§ Regularly gather information and document updates to training materials•§ Attend regular training meetings, respond to emails and phone calls to insure all program information is up to date and documented•§ Responsible for submitting/channeling/documenting all recommendations/revisions from the call center to the Senior Trainer•§ Works with Compliance Department in agent calls and agent performance to identify training gaps•§ Coordinate efforts with the Quality Team to assist in the quality improvement process of team members•§ Maintain class attendance and performance records of team members in training•§ Complete required training forms (Class roster, training logs and other forms as determined by the Senior Trainer)•§ When class is not in session, dedicates at least 2 consecutive hours weekly to taking/making program calls to remain up-to-date and in touch with program training needs. This requirement may be increased by business needs•§ Keep a log of the questions that the agents are bringing up and communicate the questions/issues to the Senior Trainer

Encompass Consulting Group, LLC. - 12 months ago - save job - block
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