Job Information
Group O Trainer in Milan, Illinois
Group O is looking for a Trainer to join our team. The Trainer will develop and facilitate Call Center training material through use of resources, in order to improve employee performance and successful business outcomes. Reports to Training Manager or Training and Quality Supervisor.
Work with subject matter experts and Call Center Leadership team to develop and implement training for call center employees, according to defined methodology, policy and procedures
Facilitate client programs and skills training, and other training programs as necessary to call center employees
Provides training support to employees in production, using a variety of activities to ensure employees have skills needed to be successful on calls
Measures the effectiveness of training programs and makes adjustments as needed
Ensures training calendar, schedule, LMS, and all training reports, are maintained
Works with other departments and/or client to resolve program related issues
Works with Call Center Workforce Management department for scheduling of agents for training
Conducts quality monitoring of agents regularly based on availability or as assigned by Training Manager or Training Supervisor
Attends call calibration sessions when not in training
Takes live calls or performs live chat responsibilities to keep skills sharp and to assist call center when staffing levels require
Additional duties as assigned
Maintains training quality documentation to ensure compliance with MS QMS
Education:
- 2-year Associates degree, or equivalent job experience
Training:
- Within 90 days of being hired, complete formal training by accredited provider in Presentation Skills
Skills:
Proven, proficient knowledge of Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
Proven, excellent verbal and written communication skills
Proven, excellent organization and prioritization skills
Must be able to effectively facilitate large and small group training sessions
Knowledge of adult learning styles and training delivery methods, techniques, and platforms
Experience:
- Minimum 90 days Group O Call Center Experience required
Desired Skills:
Average proficiency in Microsoft Visio and Publisher is preferred
Familiarity with e-learning author ware and LMS is preferred
Working knowledge of adult learning theory and styles, Multi-platform deliveries, and trainer facilitation is preferred
Desired Traits:
Preferred candidate would be able to work with multiple personality types and without direct constant supervision
Preferred candidate will be detail orientated and have strong problem-solving/decision-making skills
Preferred candidate will be self-motivated and able to handle many large and small projects at one time
The preferred candidate would possess creativity, strong organization and multi-tasking skills
ID: 2021-3620
Division: Marketing
External Company URL: www.groupo.com
Street: 4905 77th Avenue