Process Trainer
3 days ago
At Solid Mark Manpower Services Inc., we are seeking a highly skilled Process Trainer to join our team. As a Process Trainer, you will be responsible for delivering continuous training and development programs for our agents, ensuring they have the necessary skills and knowledge to excel in their roles.
Key Responsibilities:- Develop and deliver training programs to enhance knowledge and skills
- Implement training courses, including outlines and syllabus, for assigned platforms
- Maintain and inventory training materials
- Develop report methodology to determine training status and certification
- Ensure quality of agents brought to the floor sign-off methodology
- Adhere to training program schedules
- Attend training meetings
- Expand training knowledge through seminars and staying up-to-date on current training issues
- Collaborate with Operations and Quality Assurance to identify problem areas and implement training solutions
- Design and implement refresher training for certified agents
- Process Improvement
- Performance Management
- Discipline Management
- Communication Skills (Spoken)
- Communication Skills (Written)
- Customer Service Orientation
- Computer Literacy
- Sense of Urgency
- Passion for Excellence
- Working in Teams / Interpersonal Skills
- Work Organization
- People Management / Team Orientation
- Drive for Results / Execution
- Thriving in Change
- Expertise / Analytical Skills
- Reasoning Skills
- Product Knowledge
- Problem Solving
- Classroom Management
- Presentation Skills
- Training Needs Analysis
- Training Design and Development
- Coaching
- Completed a 3 or 4-year university degree or a 2-year university or technical degree with 3+ years of Inbound Customer Service Call Experience
- Minimum of 3 years' experience in a similar capacity in the call center industry
- Prior to starting product training, must pass English fluency tests
The work environment is a professional office workplace.
Business casual attire is required.
Requires evening or graveyard work, may require overtime, weekend, or holiday work depending on business needs.
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