• Associate Trainer

    Job Locations US-IL-Milan
    Job ID
    2018-1795
    Category
    Training
    Division
    Marketing
  • Overview

    Group O is searching for an Associate Trainer to join our team!  The Associate Trainer will facilitate training programs through use of various resources, in order to improve knowledge, skill, and abilities of Call Center employees.

    Responsibilities

    • Work under direct supervision of Trainer and Training Manager to implement and facilitate on-board and continued training programs for call center employees
    • Assists Trainer and Training Manager in working closely with Agents, Management and Support teams to identify training needs and to measure the effectiveness of training programs
    • Manages all pre and post-training event logistics
    • Maintains training calendar, reports, training Share Point sites and Talent LMS
    • Assists with maintenance of training quality documentation to ensure compliance with MKT QMS
    • Participate in client and internal calibrations
    • Agent Monitoring outside of onboard training and identifying training needs / measuring the effectiveness of training programs
    • Learn and perform various functions of Call Center Operations during non-training peak times; including, Quality Assurance Monitoring, building/updating training material and call floor support
    • Floor walks during training classes (this becomes a primary task when training is in session)
    • Ensures all quality documents are quality stamped and kept up to date
    • Monitor (Listen, review, score) and coach call center agents through live and recorded call

    Qualifications

    • Intermediate knowledge of Microsoft Office Suite (Excel, Outlook, Word, PowerPoint, Visio, Outlook, SharePoint)
    • Solid Verbal and Written Communication Skills
    • Organization Skills
    • Able to comfortably present in front of small and large groups of various audience types
    • Minimum 90 days Group O Call Center Experience required

    Desired Skills:

    • Analytical skills
    • Technology-driven
    • Problem-solving/decision-making ability

    Desired Traits:

    • Able to work with multiple personality types and without constant direct supervision.
    • Excellent attendance record
    • Promote professional appearance
    • Seeks out opportunities to learn
    • Resourceful and detail-oriented
    • Self-motivated and able to handle many large and small projects at one time

    Education:

    • High School Diploma/GED

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