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
Requirements
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.