Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Position Purpose:
Senior Trainer is responsible for the daily management of the reporting systems and the support of the Trainers and Training Manager. The primary role is to ensure that reports and trainer... observations are completed to meet or exceed the standards set forth by Everise and the client. This role is required to complete Train-The-Trainer new-hire training and certification courses prior to the start of the first Agent/Representative new-hire training class within their respective site. Success is measured by training throughput, 90-day retention/KPI performance and Training NPS Survey results.
Job Responsibilities:
- Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching
- Set the example for what "Best in Class" training facilitation, content, and workshop development
- Develop and grow a team of Frontline Trainers (virtual and onsite)
- Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance
- Audit use of Standard Operating procedures to ensure organizational success
- Execute and validate trainer readiness, delivery, and training tools implementation
- Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
- Understanding of contact center ramps and peaks. Ability to flex needed skills and priorities to meet fast paced environment.
- Utilization of adult learning principles to build and iterate upon New Hire, Upskill and Ongoing training needs
- Accountable for ensuring Trainers are completing all appropriate pre-season preparation and course work as defined by client training organization
- Responsible for training adherence to curriculum, attendance to client sponsored training meetings, coordination of training related tasks, and training tracking for all client training procedures and reporting
- Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching
- Provide accurate reporting and records regarding training performance and day over day needs
- Ensure team completes all payroll tasks daily and accurately
- Work with Training Managers to identify implementation needs for standard operating procedures, Trainer development, day to day tasks
- May be required to facilitate classes as needed
Qualifications:
- A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
- Undergraduate degree in Instructional Design, English or a related discipline.
- A minimum of one year in supervisory role-preferable training or operations
- Virtual online experience in blogging or teaching
- Ability to build rapport in an online virtual environment
- Excellent oral and written communication skills at all levels of the organization.
- Ability to understand Standard Operating Procedures and when to ask for guidance
- Ability to adapt and implement changes on the fly
- Outgoing personality
- Experience in developing and onboarding trainers in virtual or brick and mortar environment
- Demonstrated presentation and facilitation skills
- Ability to multitask and deliver deadlines and results in a fast-paced environment
- Experience in leading multiple simultaneous new hire classes
- Proven success in training throughput and 90-day KPI proficiency
- Understanding of training and financial impacts with attrition
- Proficiency in Microsoft Office applications including Adobe Connect, Excel and PowerPoint
- Schedule Flexibility. Training classes are AM and PM and could include weekends
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you
