Job Description

Duties and Responsibilities:

·        Facilitate training for new and current employees as well Team Leaders

·        Deliver training for customer service and/or technical support programs

·        Demonstrate classroom management and control while multi-tasking

·        Maintain the highest levels of performance, quality and service, based on defined metrics, which include but are not limited to sales conversion, QA scores, attendance, attrition, first call resolution, training assessments and surveys, payroll processing, etc.

·        Evaluates trainees’ performance by the use of assessments

·        Co-ownership with Operations, of trainee performance 30 days after classroom instruction

·        Provide Operations with associate level training profiles

·        Maintain an up-to-date working knowledge of all assigned cross-trained programs

·        Consult on and/or develop instructional content as needed

·        Partner with Operations and QA for employee coaching and development

·        Outstanding interpersonal and interdepartmental skills in a multicultural environment

·        Ability to work independently, integrate with an existing team while maintaining flexibility in a time-critical environment

·        Work within the Training Department to ensure all trainings have the required resources in place

·        Thrive in a rapidly changing environment quickly adapting to changing business needs and processes

·        Become cross-trained on a variety of programs & topics as needed

·        Willing and able to adjust schedule to meet client needs and requirements

·        Willing and immediately able to travel up to 25% of the time for up to 6 weeks at a time

·        Knows and applies fundamental concepts, practices and procedures of adult learning

·        Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field