Trainer (BPO)

Gatestone & Co. Americas Inc.

The Role: Trainer (BPO)

The candidate chosen for this position will be responsible for delivering corporate and client specific training; performing administrative duties which may include tracking updates to training as needed for ad hoc or annual attestations; writing and updating training modules; and researching updates to regulations.

KEY ACCOUNTABILITIES:

• Deliver internal training courses based on client and corporate training material to classes of varying size (up to 40 at a time during peak ramps)
• Develop training curriculum, aids and materials for instruction to enhance knowledge of current practices related to the business
• Deliver and assess client, regulatory and corporate testing
• Attend regular client calls for updates to material and make recommendations to improve current curriculum
• Travel to client location as required for detailed training on new products and initiatives
• Travel to other locations to provide backup support for other trainers on the program during vacations or large ramp periods
• Support newly trained staff during nesting period providing coaching and performance assessments prior to assignment to production
• Maintain tracking of training statistics including graduation rates, attrition during training and recruiting success
• Provide regular feedback to leadership and recruiting team regarding the hiring profile for the department
• Attend training workshops as required to improve abilities in adult learning
• Assist with employee engagement and participate in the planning and coordination of company events and activities and provide feedback to the employee engagement officer to improve morale and retention
• Administer re-education as needed
• Positively influence the actions and accountability of a group of people; setting the tone and expectations for others
• Provide additional support to recruiting and operations during reduced training times
• Attend regular calibration calls with full understanding and ability to administer Quality monitoring program as a Quality Analyst when training classes are not in session
• Take Customer Support and Tech Support calls as required which may include phone time during peak call volume times or low training times
• Other duties as required

CORE COMPETENCIES & ATTRIBUTES:

• Strong Oral and Written proficiency in English.
• An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data
• Ability to think creatively and adapt to different learning styles to ensure the greatest success and comprehension of the client  material
• Ability to receive feedback as well as take initiative, volunteer readily, undertake self development activities, seek increased responsibilities, and offers help when needed
• Excellent people skills including a successful track record in effectively communicating with other areas in understanding processes as communicated and outlined
• Positive attitude in a fast-paced, ever-changing and demanding environment
• Effective time management and multi-tasking abilities
• Effective communication skills with colleagues and management: verbal, written and listening
• Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent
• Flexibility to work within the hours of operation (24/7) to deliver training content aligned with employee shifts where required.

EXPERIENCE & QUALIFICATIONS:

• Minimum of 1-2 years call center experience with a minimum of 6 months – 1 year in a Training and/or Management role
• Experience with public speaking is an asset
• Experience in material development is an asset
• 1st party Customer Service or Tech Support experience is an asset
• Proficient with all Microsoft Office products.