trainer sot

Overview:

The Trainer is responsible for educating, testing, and coaching new hires using approved curricula for their assigned account. The trainer facilitates new hire training and continuous education programs to support the account in achieving performance goals.

Responsibilities:

• Responsible for new agent program training, including associated soft skills, nesting, and on-going up-skill training
• Will be assigned training responsibility for multiple programs depending on the size of the program, length of the training and complexity of the program
• Responsible for keeping training agendas and in-class curriculum/materials/assessments (as needed) up to date based on program and policy changes
• Assess performance; make recommendations affecting the performance and or certification status of trainees
• Ensure compliance with Qualfon policies and procedures
• Document and coach all performance and attendance issues
• Compile reports defining the overall performance and key performance indicators for each agent
• Take calls for assigned programs on an ongoing basis to stay current on policies and procedures
• Document and communicate issues to appropriate department and assume ownership until completion
• Ensure coverage for classes and assignments: and communicate with appropriate staff and leadership
• Complete Continuous Education courses as assigned by Leadership.
• Will follow stated department and client procedures including, but not limited to, daily attendance, curriculum status and advocate assessment
• Other duties as assigned to ensure actions are billable, if required

Qualifications:

• At least one year of BPO training experience is required
• Must be able to train during core business hours of 8:00 am to 7:00 pm EST. Must be flexible to train outside these hours as business dictates
• Strong facilitation skills
• Strong verbal and written communication skills
• A Telecommunications background is a plus
• Classroom Management Skills: Ability to manage all aspects of the adult classroom environment independently - including daily attendance and trainee engagement
• Ability to coach and mentor new agents
• Critical Thinking Skills and the ability to develop these skills in trainees using appropriate training techniques
• Demonstrate attention to detail and ability to multi-task
• Proven expertise in Microsoft Office Products
• Ability to travel
• Ability to work effectively in a fast-paced and changing environment
• Ability to assess training effectiveness and evaluate trainee progress during training
• Ability to learn new programs quickly, especially in ramp situations