Trainer - Advanced Call Center Technologies

4 weeks ago

Logan, Utah, United States Advanced Call Center Technologies, LLC. Full time
Job Description

Job Title: Trainer

Company: Advanced Call Center Technologies, LLC.

Location: Logan, UT

The Trainer will be responsible for delivering training programs to current and new employees, ensuring they have the necessary skills and knowledge to perform their job duties effectively.

Key Responsibilities:

  • Deliver training on program content, product information, and company expectations to students in a classroom environment.
  • Facilitate training programs according to company guidelines.
  • Prepare and set-up classroom.
  • Prepare training course materials for each class and maintain instruction manuals.
  • Develop and implement job aids for trainees.
  • Track and report upon the progress of the training class.
  • Identify at-risk employees and implement an individual coaching plan for success.
  • Maintain class roster, attrition reports, and weekly productivity reports.
  • Provide well-prepared employees who know and understand the program, client, products, policies, and productivity expectations.
  • Deliver refresher training and program update training to existing employees as required.
  • Attend train-the-trainer sessions and stay current on curriculum content changes.

Requirements:

  • High School diploma/GED.
  • Associate's degree or some college preferred.
  • Minimum of one year of related call center experience.
  • Supervisor or training experience preferred.

Competencies:

  • Interpersonal Skills – Maintains confidentiality; Able to interact with a high volume of people; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Verbal Communication – Speaks clearly and persuasively in positive and negative situations; Listens and gets clarification; Responds effectively to questions.
  • Written Communication – Writes clearly and informatively; edits work for spelling, grammar, and accuracy; Able to read and interpret written information.
  • Problem Solving – Ability to design workable solutions to problems in a timely manner and within an ambiguous environment.
  • Reasoning Ability - Apply common sense understanding to carry out instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
  • Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Supports everyone's efforts to succeed.
  • Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Quality – Completes work in timely manner; Works quickly and efficiently. Looks for and implements process improvements.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules tasks; Develops realistic action plans.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Flexibility to work as required and when needed to address urgent issues.
  • Dependability – Follows instructions, responds to management directions; Takes responsibility for own actions; Keeps commitments; Commits to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

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