Job Description

As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.

Job Description:

Must be flexible within the hours of 7AM - 8PM CST

Work Location: Onsite

Summary:

We are looking for a training specialist to help employees cultivate their skills and knowledge. The trainer is not only expected to transfer knowledge and skill but also motivate and set examples to achieve high levels of excellence. The trainer should have experience in Customer service, Contact Centre and Sales.

The training specialist is required to enhance the competencies of individual employees by designing and conducting training programs that will boost employees’ workplace performance in alliance with business needs and goals. He/she will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions.

Key Responsibilities Include:

• Liasing with the Client to ensure a seamless knowledge transition
• Training of new hires on fundamental skills essential for entry level performance – concepts of Customer Service, Sales and Exception handling
• Support business with need-based OJT Support – Coaching and Refresher Training
• Training need assessment – parameter-based assessment for root cause analysis and action planning
• Content Development
• Working closely with internal and external stakeholders for implementation and evaluation of training projects
• Conduct employee engagement activities to maximize conversion.

Competency Requirement (with desired proficiency level):

• Communication Skills (Oral and Written) – Advanced
• Soft Skills Domain – Advanced
• Behavioral training – Intermediate/Advanced
• Evaluating others – Advanced
• Coaching & Feedback – Advanced
• Instructional Design – Intermediate/Advanced
• Facilitations Skills – Expert
• Excel Skills – Advanced
• Flexibility, Integrity and Accountability - Expert

Required Qualifications:

• White Glove Customer Service: 1-2 years
• Trainer experience: 3+ years
• Familiarity with tools like Microsoft Office
• Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions

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