Call Center Global Trainer

Job Description Position Overview

The Global Trainer is a multi-skilled training expert who supports launches, ramps and other training events at Results’ centers as required. The Global Trainer is expected to maintain expert status in multiple lines of business, and will regularly do so by handling routine customer interactions.

• Acts as subject matter expert in multiple lines of business
• Works closely with assigned Global Training Manager and the Tiger Team as a member of launch teams for new or expanding projects
• Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
• Provides research and assists Training Design Staff in development of training materials and products as requested
• Gathers documents and distributes clear information from updates received by corporate training and the client
• Attends regular Training and Quality meetings, responds to emails and phone calls to insure all program information is up to date and documented
• Executes all duties and responsibilities routinely required of the Trainer
• Monitors agent calls and agent performance to identify training gaps.
• Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents
• Participates in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date
• Maintains class attendance and performance records of agents in training
• Completes Results required Training forms (Class roster, training logs and other forms as determined on the program)
• Finds new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills.
• Completes observations in coordination with Training Manager

• One to two years progressively responsible experience in a contact center environment
• Successful experience as a Team Leader, Mentor, and/or as a Training professional
• Combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation. If candidate has no former training experience or education then they must complete the Training professional Results University course
• Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence
• Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner
• Strong organizational and problem resolution skills
• Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
• Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel
• Ability to lead teams and measure individual performance
• Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
• Excellent judgment and problem solving skills
  
  Ability to creatively use resources and adjust to changes quickly and professionally
• Ability to work independently with minimal supervision, but also in a team environment
• Strong attention to detail
• Ability to work in a normal office environment
• Ability to work multiple shifts as required
• Work week while facilitating training may be 45-50 hours
• Ability to travel as assigned, sometimes on short notice and sometimes including extended assignments

Benefits include, but are not limited to:

• Strong leadership
• Opportunities for advancement within our global organization
• Business Casual Dress Environment
• Fun and relaxed working environment
• Paid training