Call Center Trainer

Coforge; Augusta (GA); On-site; USD 45,000 - 60,000; Full time

Job summary

Coforge in Augusta, GA is hiring a Call Center Trainer with 3+ years of experience to deliver training for new hires and tenured staff, in virtual or on-site settings.

You will develop content, publish performance reports, conduct needs analyses, and collaborate with client stakeholders to ensure compliant, updated processes. Proficiency with MS Office and virtual training platforms is required.

Qualifications

• University/College graduate or equivalent relevant work experience.
• CEFR B2 English proficiency.
• Insurance background a plus.

Responsibilities

• Facilitate training virtual or face to face sessions for new hires and tenured employees.
• Document and publish training performance reports in a timely manner.
• Drive training completion on compliance and developmental courses.
• Conduct training needs analysis on knowledge, skill, and behavior gaps in training classes.
• Evaluate the performance of agents using tools such as assessments, playbook observations, and provide recommendations under the guidance of the Training Supervisor or Training Manager.
• Calibrate with client stakeholders and the quality team to ensure process updates and alignment.
• Design, develop, and implement training content and e-learning including handouts, checklists, manuals, tests/quizzes, presentations, scripts, video, audio, role plays, etc.
• Design and develop learning outcomes assessment activities, including assessment questions, scenarios, and simulations.
• Maintain content in a library of reusable assets such as pictures, video, and templates.
• Complete and pass Coforge Trainer Certification and any program certification required by the client

Skills

Training Delivery

Virtual Training

Adult Learning Theories

Instructional Design

Content Development

Coaching & Feedback

Training Documentation

Stakeholder Management

Compliance Training

Training Reporting

Project Management

Communication Skills

Education

University/College graduate

CEFR B2 English proficiency

Tools

MS Teams

Webex

Zoom

MS Word

PowerPoint

MS Excel

LMS

Job description

Skills: Call Center, BPO training, Training Delivery, Virtual Training, Training Needs Analysis, Learning & Development (L&D), Content Development, Adult Learning Theories, E-Learning Development, Performance Evaluation & Assessment, MS Teams/Webex/Zoom, Project Management, Stakeholder Management, Compliance Training, Training Reporting, Instructional Design, Communication Skills, Microsoft Excel, MS PowerPoint, Training Documentation, Coaching & Feedback, Learning Management Systems (LMS)

Experience: 3+ years

Location: Augusta, GA

5 Days Onsite

We at Coforge are hiring an Call Center Trainer with the following skillset:

Responsibilities

• Facilitate training virtual or face to face sessions for new hires and tenured employees
• Document and publish training performance reports in a timely manner
• Drive training completion on compliance and developmental courses
• Conduct training needs analysis on knowledge, skill, and behavior gaps in training classes
• Evaluate the performance of agents using tools available such as assessments, playbook observations, and provide recommendations under the guidance of the Training Supervisor or Training Manager
• Calibrate with client stakeholders and the quality team to ensure process updates and alignment
• Design, develop, and implement training content and e-learning including handouts, checklists, manuals, tests/quizzes, presentations, scripts, video, audio, role plays, etc.
• Design and develop learning outcomes assessment activities, including assessment questions, scenarios, and simulations.
• Maintain content in a library of reusable assets such as pictures, video, and templates.
• Complete and pass Coforge Trainer Certification and any program certification required by the client

Qualifications and Education Requirements

• University/College graduate or equivalent relevant work experience
• At least B2 in CEF Language proficiency in both English
• Insurance background a plus

Preferred Skills & Behaviors

• Strong understanding of adult learning theories
• Working knowledge of Excel, high level of proficiency in MS Word and Powerpoint
• Proficient in virtual platforms MS Teams, Webex, Zoom, etc
• Self-starter, high level of flexibility, and can do attitude
• Ability to collaborate and build strong inter-functional relationships
• Strong training writing and training content development skills, with focused attention to details with the ability to analyse, organise, and effectively communicate complex
• Solid time management and project management skills

Experience

• At least two years of experience in a training or learning delivery environment
• Experience in simultaneously training in-center and virtual teams
• Experience working through learning platforms and content writing tools an advantage