Call Center Trainer

Nature and Scope This role reports to the Manager of Training & Quality. Incumbent has routine contact with new hire employees, existing production employees, support staff, managers, and client representatives. Responsible for the instruction and delivery of the company’s and client’s training program curriculum to existing and new hire employees. Essential Duties and Responsibilities All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned": Delivers training on program content, product information, and company and client expectations to students in a classroom environment. Facilitate training programs according to company and client guidelines. Prepares and sets-up classroom. Prepares training course materials for each class and maintains instruction manuals. Develops and implements job aids for trainees Track and report upon the progress of the training class. Identifies at-risk employees and implements an individual coaching plan for success. Maintain class roster, attrition reports and weekly productivity reports. Provide well prepared employees who know and understand the program, client, products, policies and productivity expectations. Provides call floor support during employee transition from training to production environment Deliver refresher training and program update training to existing employees as required. Attends train-the trainer sessions and stays current on curriculum content changes. Other Duties as described by management