Training Facilitator

About the Job

We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.

Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques.

As Training Facilitator, You Will…

• Provide training to new and existing employees 

• Develop and deliver training plans and curriculum to classes of up to 25 people 

• Develop and utilize a variety of creative teaching techniques

• Develops and administers knowledge assessment testing 

• Assist with QA monitoring, feedback and coaching

• Maintain up-to-date reporting on training progress, effectiveness and improvements

• Stay informed of current client products and services

• Interact with partners, ensuring they understand the training environment, successes and opportunities for development 

• Manage new Trainers and Training Facilitators
  

As Training Facilitator, You Have…

• BS/BA in Education or Business Administration or equivalent work experience preferred

• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum 

• 3+ years previous contact center experience preferred

• Experience in customer service training

• Experience in coaching and mentoring 

• Knowledge of existing and emerging training methods and tools

• Knowledge of call center systems, ACD/IVR and performance statistics

• Strong verbal and written communication skills, including presentation skills 

• Strong analytical and problem solving skills

• Ability to build rapport with clients and interact with team members at various position levels 

• Ability to multitask effectively and work in a fast paced environment 

• Ability to develop employees through positive motivation 

• Ability to adapt to change and innovation

• Ability to potentially travel 

• Skills in MS Office programs (Word, Excel and PowerPoint)