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Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures
Proficient and comfortable in training in a remote virtual training environment or brick and mortar
Ability to train and facilitate via Adobe Connect – or similar remote training platform and traditional Brick and Mortar environment
Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance
Partner with clients in curriculum design and modification. Develop associated supporting materials.
Ability to train to adult learning styles virtual and brick and mortar
Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives
Prepare lesson plans and course agenda for each training class
Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
Execute nesting or on the job training excellence with results
Ability to train class sizes anywhere from 10 to 100 learners
In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance
Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams
Ensure trainees are successful for production environment and long-term retention
While not training, trainer will be asked to take phone calls or support operations, depending on the business needs
Perform assigned CSR duties
Requirements:
A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
Undergraduate degree in Instructional Design, English or a related discipline.
Virtual online experience in blogging or teaching
Ability to build rapport in an online virtual environment
Excellent oral and written communication skills at all levels of the organization.
Demonstrated presentation and facilitation skills.
Proficiency in Microsoft Office applications including PowerPoint and Word.
Ability to work any shift x 7 days a week
Ability to understand Standard Operating Procedures and when to ask for guidance
