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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

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