TRAINING FACILITATOR
24-7 Intouch Inc - Greenwood Village, CO

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24-7 Intouch Contact Centers is one of the sectors fastest growing companies and we are expanding our Learning & Development team! We offer competitive pay, benefits, flexibility, and growth opportunities. We are currently accepting applications for a Training Facilitator for our Denver, Colorado location.

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The Training Facilitator will be responsible for developing training modules and running classes. They will be responsible for delivering training programs for up to 20-25 people in training sessions. They will test employees for readiness, learn new products and services and deliver the information by developing creative teaching techniques.

Essential Functions:

 Assesses training needs
 Develops training plans and curriculum
 Develops and delivers training materials including tests to measure knowledge of trainees
 Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with gatekeepers; calming down irate customers; creating a warm and positive experience for all customers
 Teaches sales and customer service techniques
 Develops and administers knowledge assessment testing
 Recommends and develops recursive training when necessary
 Interacts with all areas of the business on products and services to ensure current information at all times
 Provides training to existing employees on new accounts
 Assists with Quality Assurance monitoring, feedback, coaching
 Provides reporting on effectiveness, progress, improvements
 Some travel may be required

Critical Skills & Educational Requirements:

 Undergraduate Degree in Education or Business Administration or equivalent work experience required
 Must have knowledge of adult learning principles and the ability to implement these principles into a training curriculum
 3+ years previous contact center experience preferred
 Experienced in customer service training
 Knowledgeable about existing and emerging training methods/tools
 Knowledge of call center systems, ACD/IVR, performance statistics
 Coaching and mentoring experience
 Strong verbal and written communication skills
 Strong presentation skills
 Able to multi-task effectively
 Strong PC skills in Word, Excel, PowerPoint, etc.
 Experience in client communication, representing training and quality programs


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