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. We re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.

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

• International Travel is Required

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)

• Valid travel documents for international travel