Associate Trainer

The Results Companies; Martinsville (VA); Hybrid; USD 40,000 - 60,000; Full time

Job summary

The Results Companies is seeking a Trainer responsible for leading the New Hire program, ensuring that new associates are taught necessary skills. This role involves facilitating training sessions and maintaining subject matter expertise to guarantee productivity and quality.

Candidates should possess excellent communication skills and a dynamic presence, along with prior experience in a contact center. Responsibilities include monitoring performance and providing feedback to improve training processes. The position may require travel and flexible shifts.

Qualifications

• 1-2 years experience in a contact center environment.
• Completion of required certification within 90 days after joining.
• Ability to monitor communication methods based on the audience.

Responsibilities

• Facilitates ongoing training for new hires.
• Maintains subject matter expertise for the training program.
• Tracks and reports on training class attendance and performance.

Skills

Excellent non-verbal and verbal communication skills

Dynamic and engaging classroom presence

Proficient in using MS Office products

Strong interpersonal skills

Excellent consulting skills

Strong attention to detail

Education

Completion of Tools and Techniques for Trainers courses

Combination of education and experience in adult education

Job description

Job Description

Trainer occupies a key role as the initial facilitator and leader for Results’ new Associates. Trainer is responsible for the New Hire program, teaching and validating requisite skills and behaviors with consistency. Trainer also facilitates ongoing and enhancement training and may be assigned to specialized training projects.

Responsibilities

• Maintains Subject Matter Expertise for the program by keeping up-to-date on products, services, policies, processes and procedures.
• Attends Day Zero meetings with HR‑Recruiting and participates in NHO facilitation.
• Facilitates classroom training to transfer program product knowledge, call‑handling skills, customer service/sales skills and program processes and procedures.
• Assists Grad School Dean to prepare and deliver training on the floor that improves Associates’ skills, knowledge and performance.
• Follows training class to Grad School and assists the Grad School Dean when not in class.
• Provides feedback to the Training Manager, Site Director and Global Training Leaders to identify gaps in training and other opportunities.
• Gathers, documents and distributes clear information from updates received by global training and/or the client.
• Attends training meetings and responds to emails and phone calls to ensure all program information is documented and updated.
• Assists in monitoring Associate calls and performance to identify gaps in training.
• Works with the Quality and Leadership Team to assist in the quality improvement process of the account.
• Participates in calibration meetings to ensure training information is updated at all times.
• Extracts/generates training reports such as class attendance and performance records, and furnishes other training requirements as determined by the program or account operations.

Qualifications

• One to two years progressively responsible experience in a contact center environment.
• Completion of the required Tools and Techniques for Trainers (TT4T) courses and/or completion of the Associate Trainer Program (ATP).
• A combination of education and experience applying adult education theories and the principles of systematic design of training and evaluation, to be completed within 90 days of joining Results University as a Trainer.
• Excellent non‑verbal and verbal communication skills, both oral and written.
• Dynamic and engaging classroom presence.
• Organized, innovative thinking to strategically solve problems.
• Proficient in using MS Office products (Word, Excel and PowerPoint).
• Strong interpersonal skills and ability to perform effectively as part of a team.
• Excellent consulting skills (critical thinking, problem solving, decision making and influencing).
• Ability to creatively use resources and adjust to changes quickly and professionally.
• Ability to work independently with minimal supervision, yet also in a team environment.
• Strong attention to detail.
• Ability to monitor communication methods and adjust as needed based on the audience and content.
• Ability to prioritize assignments and projects based on importance and customer expectations.
• Ability to work in a normal office environment.
• Ability to work multiple shifts as required (with a possible work week in‑class of 45–50 hours).
• Requirement to submit Resume of Readiness, Peer Evaluation Form and Manager Evaluation Form.
• Monthly Self‑Development Plan and Roadmap to Success.
• Before facilitating a class, Trainers must complete the applicable certification process.
• Ability to travel if needed.

Additional Information

The Results Companies is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.