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Trainer

2 months ago

Worcester, United States Full Potential Solutions Full time

Overview:

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

  • Integrity - Do whats right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

The Trainer will help employees cultivate their skills and knowledge. You will provide complete training to share your expertise in ways that motivate others. A trainer is an experienced educator and must have the abilities to convey a message should only be surpassed by a deep knowledge of their field. Organizational skills and a positive attitude are important qualities that he/she has to possess. The goal is to promote efficiency and competitive advantage by developing the skills of personnel.

Responsibilities:
  • Handle FST, PST including Nesting classes
  • Conduct coaching sessions with agents to evaluate skills and behavior gaps
  • Work with Recruitment, People and Culture and Operation Teams to manage new hire classes accordingly
  • Submit reports at every end of classes and endorse agents from each training phase.
  • Record observations for each trainee in class for recommendations and endorsements
  • Deliver all types of training related to customer service, sales, and process knowledge
  • Partner with clients in conducting TNA, designing and developing learning content
  • Evaluate training results and identify opportunities
  • Provide operational support by resolving learning gaps affecting performance
  • Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions
Qualifications:
  • Has a minimum of (3+) years solid trainer experience in the BPO/call center industry.
  • Excellent oral and written communication skills at all levels of the organization.
  • Exceptional motivational, interpersonal, sales skills and customer service skills; Demonstrated leadership skills.
  • Demonstrate solid presentation and facilitation skills by having the ability to speak in front of medium to large-sized groups
  • Dependability regarding completion of assignments and attendance.
  • Knowledge of blended learning/e-learning best practices
  • Able to work with various stakeholders in the company to gather project requirements, clarify project specifications, review and approve project outcomes
  • Can handle comments and feedback constructively
  • Able to work independently and with teams
  • Intermediate to advanced presentation and facilitation skills
  • Has strong people management and project management skills
  • Amenable to work on a onsite setup and on the night shift