Call Center Trainer

Skills: Call Center, BPO training, Training Delivery, Virtual Training, Training Needs Analysis, Learning & Development (L&D), Content Development, Adult Learning Theories, E-Learning Development, Performance Evaluation & Assessment, MS Teams/Webex/Zoom, Project Management, Stakeholder Management, Compliance Training, Training Reporting, Instructional Design, Communication Skills, Microsoft Excel, MS PowerPoint, Training Documentation, Coaching & Feedback, Learning Management Systems (LMS)

Experience: 3+ years

Location: Augusta, GA

5 Days Onsite

We at Coforge are hiring an Call Center Trainer with the following skillset:

• Facilitate training virtual or face to face sessions for new hires and tenured employees
• Document and publish training performance reports in a timely manner
• Drive training completion on compliance and developmental courses
• Conduct training needs analysis on knowledge, skill, and behavior gaps in training classes
• Evaluate the performance of agents using tools available such as assessments, playbook observations, and provide recommendations under the guidance of the Training Supervisor or Training Manager
• Calibrate with client stakeholders and the quality team to ensure process updates and alignment
• Design, develop, and implement training content and e-learning including handouts, checklists, manuals, tests/quizzes, presentations, scripts, video, audio, role plays, etc.
• Design and develop learning outcomes assessment activities, including assessment questions, scenarios, and simulations.
• Maintain content in a library of reusable assets such as pictures, video, and templates.
• Complete and pass Coforge Trainer Certification and any program certification required by the client

• University/College graduate or equivalent relevant work experience
• At least B2 in CEF Language proficiency in both English
• Insurance background a plus

• Strong understanding of adult learning theories
• Working knowledge of Excel, high level of proficiency in MS Word and Powerpoint
• Proficient in virtual platforms MS Teams, Webex, Zoom, etc
• Self-starter, high level of flexibility, and can do attitude
• Ability to collaborate and build strong inter-functional relationships
• Strong training writing and training content development skills, with focused attention to details with the ability to analyse, organise, and effectively communicate complex
• Solid time management and project management skills

• At least two years of experience in a training or learning delivery environment
• Experience in simultaneously training in-center and virtual teams
• Experience working through learning platforms and content writing tools an advantage