Trainer - Folsom, CA

Role Description:

 

Trainers will design and deliver training programs that will cover both customer support new hire training and other training such as in house systems and applications, soft skills and procedures. In addition to training, trainers will develop expertise within their specialist area and are responsible for using this expertise to identify performance issues within their area and work with management in order to increase performance and reach specialist area targets.  Trainers are responsible for driving overall performance and identifying issues within their specialization.

 

Job responsibilities include:

 

• Coordinating and delivering training to new and existing staff.
• Collaborating with team managers, POCs and agents to identify training and performance requirements.
• Achieving targets for specialization area such as CSat, productivity, escalation rates and handoff quality.
• Liaising with training manager and client POC to develop and implement training.
• Designing and maintaining course materials and other documents such as handouts, manuals exercise, assessments and exams.
• Preparing the learning environment and resources, including setting up IT equipment, phone equipment, arranging seating, sharing documents, publishing schedule etc.
• Incorporates motivating, creative, and interactive training techniques to enhance the training experience, in an effort to maximize learning and retention.
• Evaluating the effectiveness of training programs and learning outcomes;
• Maintaining appropriate records of learner development and also resource allocation.
• Continuously evaluating agent call and case handling with regard to quality and customer service.
• Working with client training depts for new ‘go lives’ and to help ensure a smooth transition of their business into Voxpro.

 

 Skills, experience, qualifications and attributes required:

 

• 1 years previous training experience in a similar environment.
• Excellent communication, collaboration, and flexibility to work with both groups and individuals.
• Excellent written and verbal skills with the ability to deliver and facilitate training programs.
• Proven ability to work as part of a team as well as on your own initiative
• Must have the ability to take ownership of this role, and constantly strive to make continuous improvements to the training and performance function within Voxpro.
• Excellent listening skills essential as well as being empathetic to the needs of the agents, management and clients.
• Must have a passion for learning and development.
• Self-starter, motivated, hardworking, and needs to be very flexible.
• Previous experience of soft skills training would be highly desirable.
   

Competencies:
 

• Exceptional Customer Service
• Problem-Solving and decision making
• Communication
• Planning and Organization
• Resilience and Openness to Change
• Teamwork and Team building
• Respect for Equality and Diversity

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