Position Purpose: The Trainer is responsible for the training and development of call center personnel in the areas of client deliverables and expectations including product information, sales and customer service. Trainers may also train leadership team members in expected C3 leadership contributions and behaviors, management skill and internal policy and procedure.
Job Responsibilities
Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as C3 policies and procedures
Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance
Partner with clients in curriculum design and modification. Develop associated supporting materials.
Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives
Prepare lesson plans and course agenda for each training class
Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance
Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams
Qualifications
Undergraduate degree in Human Capital Development, Instructional Design, English or a related field, equivalent combination of experience and education may be substituted
A minimum of one year instructing in an adult learning environment preferably in a call center, customer service or related industry
Excellent oral and written communication skills at all levels of the organization
Demonstrated presentation and facilitation skills
Proficiency in Microsoft Office applications including PowerPoint and Word
Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills
Ability to speak in front of medium to large sized groups of people
Schedule Flexibility
Dependability regarding completion of assignments and attendance
Ability to pass a drug screen and background check
Requisition Number: 846
C3 - 30+ days ago
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