Temporary Trainer - AMEX Remote

Cloud5 Communications; California; A distancia; USD 52.000 - 70.000; Jornada completa

Descripción de la vacante

Cloud5 Communications in California seeks a Contact Centre Trainer to lead ongoing training for new and current agents. You will deliver the curriculum, coach teams, and mentor staff to achieve high performance.

You will work with site leaders to identify training needs, design targeted programs, and track attendance and outcomes. A strong focus on adult learning, clear communication, and collaborative teamwork is essential.

Formación

• Minimum High School Diploma; post-secondary training in adult education preferred.
• Experience leading and coaching a team is preferred.
• Familiarity with traditional and modern training methods.
• Ability to deliver engaging presentations to adult learners.

Responsabilidades

• Identify individual and team training requirements with site leaders.
• Train, coach, and mentor new agents throughout training and mentorship.
• Coach and mentor new agents.
• Measure performance and address issues using coaching and corrective action.
• Design and develop curriculum to meet objectives.
• Maintain training records and coordinate IT setup for training.

Conocimientos

Presentation skills

Time management

Communication skills

Leadership

Report writing

Coaching

Analytical thinking

Team collaboration

Clear communication

Educación

High School Diploma / Adult Education

Descripción del empleo

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

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 abilityAbility 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