Call Center Global Trainer

Company Description

Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Job Description

Position Overview

The Global Trainer is a multi- skilled training expert who supports launches, ramps and other training events at Results’ centers as required. . The Global Trainer is expected to maintain expert status in multiple lines of business, and will regularly do so by handling routine customer interactions

Duties and Responsibilities

• Acts as subject matter expert in multiple lines of business
• Works closely with assigned Global Training Manager and the Tiger Team as a member of launch teams for new or expanding projects
• Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
• Provides research and assists Training Design Staff in development of training materials and products as requested
• Gathers documents and distributes clear information from updates received by corporate training and the client
• Attends regular Training and Quality meetings, responds to emails and phone calls to insure all program information is up to date and documented
• Executes all duties and responsibilities routinely required of the Trainer
• Monitors agent calls and agent performance to identify training gaps.
• Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents
• Participates in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date
• Maintains class attendance and performance records of agents in training
• Completes Results required Training forms (Class roster, training logs and other forms as determined on the program)
• Finds new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills.
• Completes observations in coordination with Training Manager

Qualifications

• One to two years progressively responsible experience in a contact center environment
• Successful experience as a Team Leader, Mentor, and/or as a Training professional
• Combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation. If candidate has no former training experience or education then they must complete the Training professional Results University course
• Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence
• Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner
• Strong organizational and problem resolution skills
• Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs
• Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel
• Ability to lead teams and measure individual performance
• Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
• Excellent judgment and problem solving skills
• Ability to creatively use resources and adjust to changes quickly and professionally
• Ability to work independently with minimal supervision, but also in a team environment
• Strong attention to detail
• Ability to work in a normal office environment
• Ability to work multiple shifts as required
• Work week while facilitating training may be 45-50 hours
• Ability to travel as assigned, sometimes on short notice and sometimes including extended assignments

Additional Information

Additional Information

Benefits include, but are not limited to:

•        Health care benefits
•        Bonus incentives
•        Strong leadership
•        Opportunities for advancement within our global organization
•        Business Casual Dress Environment
•        Fun and relaxed working environment
•        Employee referral bonuses
•        Paid training