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Responsibilities

• Deliver new hire and onboarding training with emphasis on customer service and sales skills client product knowledge as well as Everise policies and procedures to new trainers
• Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance
• Demonstrated competency in driving strategic attrition improvements
• Partner with clients in curriculum design recommendations/modifications to improve the new hire experience
• Ensure that all trainees and trainers are actively engaged in the training process through the new hire lifecycle: Planning-Trainer Readiness-SOP’s Trainer Development Training Throughput and post 30-60-90 day performance
• Validate and inspect trainer readiness and real time in class observations as well as effective use of Standard Operations Procedures
• Conduct proficiency evaluations and certify trainers for the programs to which they are assigned
• In conjunction with Operations supervisors and management staff work with team members in the continued development of associates to reach optimal performance
• Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams
• Demonstrated success with ability to multi task in a virtual environment
• Ability to effectively pivot to change in direction based on client and business needs

Qualifications:

• Excellent oral and written communication skills at all levels of the organization
• Demonstrated presentation and facilitation skills
• Excellent oral and written communication skills
• 2-3 years of BPO Call Center experience-managing 20-40 simultaneous new hire classes
• Proficiency in Microsoft Office applications including Excel PowerPoint and Word
• Exceptional motivational interpersonal and customer service skills; Demonstrated leadership skills
• Ability to speak in front of medium to large sized groups of people
• Schedule Flexibility
• Dependability regarding completion of assignments and attendance
• A minimum 3-5 years instructing/facilitating in an adult learning environment (call center)
• Ability to pass a drug screen and background check

Experience:

• Presentation and facilitation: 1 year (Required)
• BPO Call Center: 3 years (Required)
• MS Office including Adobe Connect Excel and PowerPoint: 1 year (Required)
• Adult education instruction: 3 years (Required)
• Management: 2 years (Required)