Trainer - Hybrid - Myrtle Beach, SC

JOB DESCRIPTION: Using effective training method and techniques, is responsible for delivering training programs for new and current Customer Care Representative on new products/services, selling skills, system changes and/or new business initiatives. Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct. Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. Prepares and submits final training report to appropriate management. Interacts with clients on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses). Makes recommendations on curriculum and content for Learning Management Systems/Learning Content Management Systems (LMS/LCMS). Prepares, develops and conducts personal one-on-one training and development plans for agents.

Directly supervises new hire trainees and delivers corrective action if required. May directly supervise new hire trainees from Foundations Skills all the way through Product specific training. Supervises Academy Bay or production agents if necessary. Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms).

Essential Duties & Responsibilities:

• 80% - Delivers training programs to new and current CCRs:
  • Delivers new hire training and initiative based training in a classroom setting using a variety of teaching methods and media resources.
  • Provides developmental coaching and feedback to new employees to enhance skill development and to meet graduation requirements.
  • Maintains records of attendance, coaching and development documentation, as well as corrective actions.
• 10% - Builds and maintains business relationships
  • Develops new and tenured agents in understanding all areas of performance including, long term customer satisfaction, and productivity components that drive revenue and customer loyalty.
  • Builds and maintains business relationships, as well as open lines of communication with our partners in Operations, QA, and other support areas.
  • Partners with the Instructional Design by providing recommendations for instructional material and curriculum content changes, as well as new training interventions.
• 5% - Participates in learning activities and professional development to improve individual skills.
• 5% - Performs other related duties and responsibilities as assigned and/or required.
  

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Employees may be required to perform any other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with a disability.

Working Conditions and Physical Requirements:

• This is a general office environment position.
• Employee has limited walking requirements.
Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports.

• Equipment Used : Personal computers/video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories/equipment. Equipment may require set-up, adjustments or other procedures in order to maintain or meet company requirements.
  

• Physical Requirements : Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  

• Physical Activities : Talking - Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or quickly. Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. Repetitive Motions - Making substantial movements (motions) of the wrist, hands, and/or fingers.
  

• Visual Acuity : The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing figures; transcribing; viewing a computer terminal; and/or extensive reading.
  

Job Specifications

YEARS OF EXPERIENCE: 0-1 Years

Education and/or formal training:

• High School diploma or equivalent related experience.
• Bachelor’s degree or equivalent related experience preferred.
Six (6) months prior experience in a call center environment is required

Knowledge, Skills and Abilities:

KSAs Common to All JDs:

• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

KSAs Project Management related positions

• Demonstrated effective project management, presentation, negotiation and persuasion skills.
Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.

KSAs Analytical related positions:

• Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.
• Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.
• Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.
Demonstrated ability to solve complex of problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.

KSAs Job Specific:

• Ability to conduct effective and engaging presentations in a variety of delivery formats
• Skilled at classroom facilitation and managing effective discussion and dialogue to enhance the learning experience in a diverse classroom environment
• Strong understanding of Adult Learning Principles and ability to demonstrate when facilitating.
• Ability to demonstrate the Four Step training method and effectively use the Adult Learning techniques during curriculum delivery.
• Working knowledge of Instructional Design and project management skills discipline.
• Ability to provide developmental feedback and coaching.
• Ability to nurture and develop a team environment.
Ability to develop and deliver online web-based training programs.

Other position Considerations:

• Travel may be required to attend work related meetings and training sessions.
• May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
• Able to maintain a regular work schedule to meet the needs of the business.
• Required to read and follow all company policies and procedures.
• Support and model the company values.

“STARTEK is an Equal Opportunity Employer”