Temporary Trainer - AMEX Onsite Saint John or Toronto

Cloud5 Communications; California; On-site; USD 24,000 - 39,000; Full time

Job summary

Cloud5 Communications is seeking a Temporary Trainer to support AMEX onsite programs in Saint John or Toronto. You will deliver and coach training, mentor agents, and help implement curriculum across sessions, with collaboration from site leadership.

Ideal candidates have at least 2 years of leadership experience, strong presentation skills, and familiarity with modern training methods. This role involves coordinating schedules, maintaining records, and contributing to continuous improvement of

Qualifications

• Minimum High School Diploma, post-secondary training an asset.
• A minimum of 2 years direct leadership experience.
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.).
• Excellent presentation and communication skills.

Responsibilities

• Identify training requirements with site leadership.
• Train, coach, and mentor new agents on an ongoing basis.
• Plan, coordinate and facilitate training on-site, including customer-specific training and other programs.
• Design and develop curriculum to meet objectives and company goals.
• Maintain training records and coordinate IT setup for training rooms.

Skills

Presentation skills

Time management

Leadership

Report writing

Coaching

Education

High School Diploma

Job description

Temporary Trainer - AMEX Onsite Saint John or Toronto

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Saint John, NB E2J 1M5; Toronto, ON M9C 5L6

Temporary Trainer - AMEX Onsite Saint John or Toronto

PURPOSE

The Contact Centre Trainer is responsible for facilitating training, coaching, and mentoring on an ongoing basis for new and existing employees. The incumbent will demonstrate a supportive attitude towards Leadership, Trainers, and Agents. Primary responsibilities of the Trainer will be to help deliver the curriculum and develop and support agents throughout training and mentorship. When training classes are not scheduled the Trainer may be required to assist the management team with special projects.

RESPONSIBILITIES AND DUTIES

• Work with Site Manager, OMs, TLs and Agents, to identify individual and team training requirements
• Train, coach, and mentor new Agents on an ongoing basis throughout training and mentorship
• Coach and mentor new agents
• Measure performance of team and individual agents and address performance concerns through Coaching to Extraordinary (C2E) coaching, teaching or corrective action
• Plan, coordinate and facilitate training in the sites, delivery including customer specific training, customer service training and other training required to meet company goals
• Design and develop curriculum for the account to meet established objectives, including customer specific training, NEO and other training required to meet company goals
• Gather and analyze participant feedback on training courses and make recommendations to improve the effectiveness of the training
• Maintain training records including attendance and daily duties such as payroll and call listening
• Liaison with IT team to ensure the training room computer equipment is in working order and all necessary hardware, software and connectivity is in place
• Analyze Agent feedback on training courses, make recommendations to improve effectiveness of training

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

Qualifications

QUALIFICATIONS

Education:

• Minimum High School Diploma, Post-Secondary Training, preferably in Adult Education an asset

Experience:

• A minimum of 2years direct leadership experience, coaching and developing a team preferred
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)

Skills and Knowledge:

• Excellent presentation skills, with a focus on adult centered learning
• Ability to plan, multi-task and manage time
• Excellent communication and leadership skills
• Strong report writing and record keeping ability
• Ability to coach and develop agents to meet company goals and KPI’s

Personal Characteristics:

• Analytical thinker
• Collaborative team player
• Ability to express thoughts clearly and simply