What are the responsibilities and job description for the Junior Trainer - Call Center position at EarthLink?
Position Summary: The Junior Call Center Trainer is responsible for designing, developing and conducting training and development programs to improve individual and organizational performance.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Conducts new hire training classes and operational training meetings.
- Evaluates trainee performance and provides feedback/coaching to associates and management
- Accommodates different learning techniques (i.e. role playing exercise, simulations, team exercises, group discussion, videos and/or lectures)
- Maintains positive, consistent communication with team members
- Conduct continued education training and refresher training across all LOB's.
- Monitor and evaluate the effectiveness of training programs, providing feedback to leadership and design teams, and/or making necessary adjustments to live facilitation
- Circulate content updates in a digestible and impactful manner, with the guidance of the Call Center Trainer, Sales and Support leads, and Product leads
- Assist in developing curriculum and continuing development of education and training materials
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Communicate effectively both verbally and in writing.
- Demonstrate effective problem-solving skills.
- Be results oriented, pay attention to detail, have a positive attitude and communicate effectively.
- Strong delivery skills
- Ability to build low complexity training activities, develop protocols, and edit content
- Must be comfortable in a fast-paced, fluid environment
- Experience with Articulate/ Storyline preferred
Education/Experience: Background in training, Instructional Design, Education Technology or related field 1-2 years of experience in curriculum design delivery or equivalent combination of education and experience. Experience with Internet/telecommunications a plus.
Computer Skills: Must be proficient in MS Office Suite, Outlook and other generally used business tools.
What We Offer:
- Training and tools to perform your job
- Great benefits including medical, dental, vision, PTO, company holidays, employee assistance program, life, and disability coverage and a 401(k) plan with a company match.
- Promotional opportunities as we grow
- Fun, friendly company culture
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and routinely uses standard office equipment such as computers and phones.
This is not a remote position. You must be able to commute to the Norton, VA facility for work daily.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the ability to occasionally lift office products and supplies up to 20 pounds.
