Description

• Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement training)
• Develops curriculum to support classroom training and alternative training
• Provides feedback on existing curriculum for training improvements
• Develops non-classroom communication and training materials
• Analyze course materials and learner information
• Assure preparation of the instructional site
• Establish and maintain instructor credibility
• Manage the learning environment
• Demonstrate effective communication skills
• Demonstrate effective presentation skills
• Demonstrate effective questioning skills and techniques
• Respond appropriately to learners needs for clarification or feedback
• Provide positive reinforcement and motivational incentives
• Use instructional methods appropriately
• Use media effectively
• Evaluate learner performance
• Evaluate delivery of instruction
• Report evaluation information
• Assesses class and individual agent level performance
• Demonstrates patience with all types of learners
• Coaches employees one on one
• Conducts pre and post training surveys where applicable
• Works with supervisors to address employee performance gaps
• Participates in client interaction (includes effective curriculum feedback and client visits)
• Through demonstrated individual performance, promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
• Performs other related duties and assignments as required and as assigned by supervisor or manager

Qualifications

• Highly self-motivated; able to work well with little or no supervision
• Very Creative, Resourceful, Reliant and Committed
• Values: Integrity, Professionalism and Teamwork
• Excellent written and verbal communication skills
• Strong Leadership Skills
• Strong Time-Management and Organizing skills
• Strong Facilitation and Presentation Skills and has the ability to assess and provide feedback
• 1 year Adult Education Experience Required
• Can multi-task and can adapt and change to various roles and responsibilities
• College Degree earned from a reputable institution
• Flexible schedule. Able to work night shift.
• 1 Year Call center Experience./ Outbound and Inbound experience preferred.
• 6 months previous customer service experience
• Excellent written and verbal communication skills consistent with North American business standards.
• Must have availability to work various shifts influenced by current business needs.
• Willingness to travel.
• Computer proficient