Overview

POSITION OBJECTIVE:

Facilitate training to new and existing employees on computer systems, customer service & sales skills, and company processes & products. Trainers will use a variety of methods of delivery including but not limited to group training, one-on-one coaching & feedback, teaching, troubleshooting and consulting. Trainers are expected to coordinate and communicate with Training Manager, Training team, and production managers to identify training needs for all employees. Trainers will participate on multiple short and long-term interdepartmental projects on various subject matters, such as: quality improvement, call flow improvement and product knowledge.

QUALIFICATIONS:

Minimum:
High School Degree or equivalent.
2 years working in customer service and/or sales working with computer systems as an end-user, including at least one-year experience in a training/coaching/support role.
Ability to learn quickly and facilitate the learning of others.
Thorough knowledge of windows based applications and software programs.
A commitment to help ensure the success of all employees trained.
An attitude dedicated to proactively improving oneself, learners, the training team, and the site overall.

Preferred:
Recent experience in a training/teaching role
Working knowledge of call center systems and/or work flows
Experience designing curriculum for both in-person and online learning

Skills:
Superior instructor/trainer insight, adaptability, patience and positivity necessary to work with groups comprising users of very differing experience, abilities and learning styles.
Demonstrated superior communications skills include working with multiple end users to assess needs.
Accomplished interpersonal oral and written communication skills.
Demonstrated self-motivation skills and aptitude to direct and assist others in learning or support settings.
Needs assessment, training design, and presentation experience.
Ability to learn computer applications from a business perspective to help others transfer learning from training back to the job.
Thorough knowledge of Windows based applications and software programs.

RELATIONSHIPS:
Internal:
Golden Customer Care, LLC Employees
Administration and Management Team
OTHER REQUIREMENTS AND PHYSICAL REQUIREMENTS:
Regular attendance is required.
Must be able to cope with typical job stress.
May require variable work schedule or extra hours.
Must be able to develop and maintain effective working relationships with manager, other managers, supervisors, and other team members.
ESSENTIAL FUNCTIONS:
Analyze training needs.
Facilitate weekly new hire training classes
Work with the Training Manager on training strategies, course materials and other support documentation.
Assist in identifying training delivery approach that is appropriate based on content or audience.
Document and track employee participation in training and ensure all appropriate employees have been trained.
Ensure that courses conform to organization standards.
Assess learner performance and effectively adapt to situational training needs.
Monitor, evaluate and review the quality and effectiveness of training, assessment and outcomes of courses delivered.
Support the installation and implementation of new or enhanced systems by coordinating with the Training Manager, Director of Call Center Operations (Utah) and other effected departments or project teams to establish equipment set-up needs, security and confidentiality, and training and instruction of inbound and outbound agents.
Responsible for maintenance of hardware and software used for training purposes.
Keep up to date with relevant systems and software changes where appropriate.
Work as a team with all other Golden Customer Care, LLC departments.
Other related duties as assigned.
ADDITIONAL COMMENTS:
This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.


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