Trainer
7 months ago
Hours of Operation: 7am to 10pm Monday-Friday, 8am-9pm Saturday, 10am to 6:30pm Sunday
**SUMMARY**:
**KEY ACCOUNTABILITIES**:
- Deliver internal training courses based on corporate training material to classes of varying size (up to 40 at a time during peak ramps)
- Develop training curriculum, aids and materials for instruction to enhance knowledge of current practices related to the business
- Complete monitors on agents within set deadlines to maintain and remediate procedural compliance, interpret call results and identify opportunities
- Deliver and assess client, regulatory and corporate testing
- Attend regular client calls for updates to material and make recommendations to improve current curriculum
- Travel to client locations as required for detailed training on new products and initiatives
- Travel to other locations to provide backup support for other trainers on the program during vacations or large ramp periods
- Support newly trained staff during nesting period providing coaching and performance assessments prior to assignment to production
- Maintain tracking of training statistics including graduation rates, attrition during training and recruiting success
- Provide regular feedback to leadership and recruiting team regarding the hiring profile and coaching for the department
- Attend training workshops as required to improve abilities in adult learning
- Assist with employee engagement and participate in the planning and coordination of company events and activities and provide feedback to the employee engagement officer to improve morale and retention
- Administer re-education as needed
- Positively influence the actions and accountability of a group of people; setting the tone and expectations for others
- Provide additional support to recruiting and operations during reduced training times
- Attend regular calibration calls with full understanding and ability to administer Quality monitoring program as a Quality Analyst when training classes are not in session
- Take Customer calls and/or chats as required during peak volume times or low training times
- Other duties as required
**CORE COMPETENCIES & ATTRIBUTES**:
- Flexibility in scheduling
- Oral and written proficiency in English (French is an asset but not requirement)
- An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data
- Ability to think creatively and adapt to different learning styles to ensure the greatest success and comprehension of the client material
- Ability to receive feedback as well as take initiative, volunteer readily, undertake self-development activities, seek increased responsibilities, and offers help when needed
- Excellent people skills including a successful track record in effectively communicating with other areas in understanding processes as communicated and outlined
- Positive attitude in a fast-paced, ever-changing and demanding environment
- Effective time management and multi-tasking abilities
- Effective communication skills with colleagues and management: verbal, written and listening
- Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent
- A demonstrated ability to connect with people and engage them in a learning environment
**EXPERIENCE & QUALIFICATIONS**:
- Proficient with Microsoft Office with a strong knowledge of Excel
- Six months call center experience preferred
- Commitment to improving the skill set of employees
- Training experience is a plus but not a requirement
**Job Types**: Full-time, Permanent
**Benefits**:
- Dental care
- Extended health care
Schedule:
- 8 hour shift
Ability to commute/relocate:
- North York, ON M3B 1Z6: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
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