Trainer

Firstsource; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Firstsource in Palm Bay, Florida is seeking an Executive Trainer to lead and deliver training programs that boost customer service excellence. You will design curricula, conduct needs assessments, and apply diverse methods including workshops and e-learning to develop frontline teams.

The role emphasizes coaching, measuring training impact, collaborating with management, and staying current with industry practices.

Qualifications

• Bachelor's degree and minimum of 3 years in customer service and training roles.
• Proven track record of training and developing teams.
• Strong analytical skills to assess training needs and outcomes.

Responsibilities

• Develop and deliver comprehensive training programs focused on customer service excellence.
• Conduct needs assessments to identify training gaps and tailor programs accordingly.
• Utilize workshops, e-learning, and on-the-job training.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with management to align training with business objectives.
• Provide ongoing coaching and support to customer service representatives.
• Stay updated on industry trends and best practices in customer service and training.
• Prepare training materials, manuals, and documentation for reference and future training sessions.
• Facilitate role-playing exercises and simulations to enhance practical skills.
• Maintain accurate records of training sessions, participant progress, and feedback.

Skills

Customer service principles

Excellent communication

Engage and motivate learners

Training program design

Organizational skills

Assessment of training effectiveness

Education

Bachelor's degree in Business Administration, Human Resources, Education, or related field

Tools

E-learning platforms

Training software

Job description

Job Title: Trainer (Executive)

Location: Palm bay, Florida

Job Summary

We are seeking a dedicated and knowledgeable Trainer (Executive) to join our dynamic team in Amherst. The ideal candidate will possess strong customer service expertise and a passion for developing others. This role is pivotal in enhancing the skills of our customer service representatives, ensuring they deliver exceptional service to our clients. The Trainer will be responsible for designing and implementing training programs that align with our organizational goals and customer service standards.

Responsibilities

• Develop and deliver comprehensive training programs focused on customer service excellence.
• Conduct needs assessments to identify training gaps and tailor programs accordingly.
• Utilize various training methodologies, including workshops, e-learning, and on-the-job training.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with management to ensure training aligns with business objectives and customer expectations.
• Provide ongoing coaching and support to customer service representatives to reinforce training concepts.
• Stay updated on industry trends and best practices in customer service and training.
• Prepare training materials, manuals, and documentation for reference and future training sessions.
• Facilitate role-playing exercises and simulations to enhance practical skills.
• Maintain accurate records of training sessions, participant progress, and feedback.

Mandatory Skills

• Strong knowledge of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Proven ability to engage and motivate learners.
• Experience in designing and delivering training programs.
• Strong organizational and time management skills.
• Ability to assess training needs and evaluate program effectiveness.

Preferred Skills

• Experience in a BPO, KPO, or Call Centre environment.
• Familiarity with e-learning platforms and training software.
• Certification in training or instructional design.
• Ability to adapt training methods to diverse learning styles.

Qualifications

• Bachelor's degree in Business Administration, Human Resources, Education, or a related field.
• Minimum of 3 years of experience in customer service and training roles.
• Proven track record of successfully training and developing teams.
• Strong analytical skills to assess training needs and outcomes.

If you are passionate about customer service and have the skills to train and inspire others, we invite you to apply for the Trainer (Executive) position in Palm bay, Florida. Join us in our mission to provide outstanding service and support to our clients.