Trainer (BPO)

The Trainer is the primary client team trainer and has overall responsibility for all representative training and continuous updating of current staff on new skills and changes as required. The Trainer will train, assist with development, and do timely reviews of training modules, including systems training, product training, customer service, and specialty areas. Training modules will be reviewed and approved by client staff during development and on review dates. These programs include, but are not limited to, call quality monitoring, coaching, and regular reports identifying training opportunities. The Trainer will analyze performance data to identify opportunities for improvement in training curricula and recommend changes as appropriate. This individual is responsible for working with Team Leaders to meet and exceed client/partner goals and target metrics.

POSITION RESPONSIBILITIES

• Work directly with Team Leaders, Operations Manager, and Program Director to ensure they are competent in performing the call quality monitoring procedure.

• Confer with the client and Management staff to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, technologies, or the general improvement in customer service abilities

• Formulate process outlines and determine implementation methods such as individual training, lectures, demonstrations, conferences, meetings and workshops

• Maintain records and prepare statistical reports to evaluate call quality programs and ongoing quality process improvement for individual representatives and the team in general. This includes completing the quality and training portion of the Client Monthly Report.

• Coordinate and execute coaching and quality assurance programs related to calls, written response and/or customer interactions

• Coordinate and schedule quarterly call calibration sessions for the client and Alta Management Staff.

• Oversee all training with the team. This includes all phone queues and written response. Conduct MSA call reviews with each team on a quarterly basis. Consists of gathering, monitoring, and reviewing calls with all Program Teams

• Serve as the primary trainer for all training and focal point for all product questions, processes and procedures

• Monitor team members' calls to observe employee's demeanor, technical accuracy, and conformity to company policies and procedures and provides coaching, guidance, and development to improve or advance performance

• Develop, maintain and update product, customer service, and systems training modules for both classroom and online delivery for new and existing reps

• Ensure system product guidelines are accurate, comprehendible, and well organized for readability

• Produce organizational strategy and plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary

• Ensure activities meet with and integrate with Alta Resources' and Client's organizational requirements for Call Quality management, health and safety processes, legal stipulations, and general duty of day to day business

• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

MINIMUM COMPETENCY REQUIREMENTS

Education: Bachelor's Degree required.

Work Experience: At least two years of experience in a call center industry required One year experience in training required. At least one year of previous leadership experience preferred.

Skills: Excellent English written and verbal skills; Strong organizational, time management, and analytical skills

ADDITIONAL SKILLS

• English proficiency required. Teams require conversational English. This includes the ability to articulate thoroughly through written and verbal English.

• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation.

• Ability to read and comprehend instructions, short correspondence, and memos in English.

• Exceptional listening skills are a must.

• This individual must also possess a high level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.

• Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast paced environment.

• Must also have the ability to work in a team environment and be a team player.