Trainer I

Trainer I

Essential Duties & Frequency Performed 1. Directly supervises new hire trainees and delivers corrective action if required. May directly supervise new hiretrainees from Foundations Skills all the way through Product specific training. Supervises Academy Bay or production agents if necessary. 2. Co-facilitates/facilitates training for call center employees using effective training methods and itors, evaluates and reports on progress of Trainees to appropriate management.3. Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms).Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. 4.  Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct. 5. Sets up and maintains training facilities and materials. 6. Prepares and submits final training report to appropriate management. 7. Interacts with clients on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses). 8. Attends Train-the-Trainer calls, classes, or workshops when required. 9. Stays current on all program changes and completes self-directed development training as assigned. 10. Makes recommendations on curriculum and content for Learning Management Systems/Learning Content ManagementSystems (LMS/LCMS). 11. Prepares, develops and conducts personal one-on-one training and development plans for agents. Other duties as assigned. Responsibility & Decision Making Authority Normally receives detailed instructions on routine work and detailed instructions on new assignments. Work assignments are moderately complex in nature where judgment is required in resolving problems and making recommendations. Applies knowledge of the job, and company policies and principles to complete a wide range of tasks. Work is performed under general supervision of the Training & Quality Manager. Field Related Complete understanding of the general and technical aspects of Training. Skills & Abilities · Fluent in verbal and written English.· Skill in establishing and maintaining effective working relationships.· Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations.· Ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of agents, supervisors, and managers.· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.· Ability to demonstrate the Four Step training method and effectively use the Adult Learning techniques during curriculum delivery.· Ability to plan own work, exercise initiative and judgment as well as make decisions within the scope of assigned authority.· Ability to work any assigned shift on any given day of the week.· Ability to adapt to changing priorities, meet deadlines and work well under pressure.· Ability to prepare and/or develop plans for projects and programEducation & Experience



Requirements:

Education & Experience Education : High school diploma, GED required. Associate's Degree (AA) from a two (2) year college or university or equivalent combination of education and experience is required. Job Experience : Three Six (6) months prior experience in a call center environment is required. Equipment Used Personal computers/video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories/equipment. Equipment requires involved set-up, adjustments and operational procedures (e.g. word processing equipment, personal computers, scanners and digital copier/printer). Working Conditions Physical Requirements: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Physical Activities:Talking - Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or ring - Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in etitive Motions - Making substantial movements (motions) of the wrist, hands, and/or ual - The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing figures; transcribing; viewing a computer terminal; and/or extensive reading. Reports To Training Manager or Training & Quality Manager I, II or SR