Trainers are needed to deliver training requirements of varying scale either locally or at other site locations in a timely manner. The primary role of a Trainer is in facilitating new hire classes, language training, new product training (NPI), and recursive sessions.
Acquire and maintain certification in Stream’s Trainer Certification Program.
Will present existing training materials through lecture, hands on demonstrations, and supporting activities for technical, customer service and sales accounts.
Will assist with the training of other classes as required. Will work under the supervision and direction of a qualified Training Manager;
Will assist as a SME (Subject Matter Expert)
Recommend curriculum modifications or enhancements to training management
Assess student performance in the classroom. Coach, deliver feedback and monitor student progress toward performance standards.
Deliver performance information to Training & Service Delivery Managers of the employee both during and at completion of new hire, recursive and new product training.
Stay current on internal work processes, policies and procedures.
Update class journal on a daily basis to keep track of class attendance, trainee’s performance and agenda progress.
Participate and contribute to the continuous improvement of curriculum and department policies and procedures.
Participate in both Stream and client Trainer sessions as required.
Meet Trainer KPIs.
Maintain knowledge on changes to client products, services, polices & procedures.
Skilled in providing an exceptional customer experience.
Must demonstrate meeting or exceeding all KPIs for their current role
Must demonstrate recognized as a resource to their peers
Must be recommended by their current front-line manager or Service Delivery Manager
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of PC applications.
Possess a strong understanding of current technology
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Demonstrate a professional demeanor at all times
Demonstrate effective communication skills in multiple settings
Maintain a high level of energy when facilitating a class
Ability to work staggered support hours.
Ability to travel on a periodic basis. (Approx. 5%)
Knowledge of contact services industry and best practices.
Equivalent education or experience may be substituted for any of the above.
Knowledge of adult learning styles and preferences.