Position Summary :
Train and facilitate adult classroom training in support of client programs to ensure superior workforce preparation; specifically with front-line representative level employees (agents, advocates, representatives, support engineers).
Training may be delivered in live classroom setting or virtually. Responsible for the delivery of training curriculum to various audience members within contact centers including agents, supervisors, managers or quality team members in the area of Sales, Service or Technical Support.
During Agent Training Delivery, the Trainer delivers content, conducts monitoring and develops Sales and Customer Service staff in the contact center.
Trainers may periodically complete raining curriculum to address identified training needs for agent group. This position requires a high degree of facilitation skill and the ability to travel and work flexible hours.
The Trainer may also interface with the program client to provide feedback on content structure. Must relay complex material in an easy to understand, structured form to a larger class of students.
Trainers maintain classroom space including application verification and are experts on the training environment, processes and tools.
Overall Responsibilities :
Delivers new Hire and Continuing Education Training to all agents assigned to program
Attends all appropriate training meetings including internal / external account
Maintains awareness of training delivery calendar
Provides program specific training to support staff as needed.
Responsible for the delivery of both Majorel and program specific soft skill, sales and / or technical training
Maintains and verifies that review exercises are relevant; measures retention of new and tenured agents
Administers and Analyzes Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
Consults with internal customers and develops custom courses to meet specific business needs
Ensures that all issues and requests for service are processed correctly and in a timely manner
Demonstrates a strong customer service orientation and takes task ownership
Creates a positive impression of Majorel service and client, through words and actions
Able to demonstrate calibration of interaction type
Participate in training design sessions with course development team.
Complete daily tracking, including end of day course evaluations and trainee assessments.
Provide support for technical, sales and systems training as required.
Summarize course evaluations for management review.
Ability to travel and schedule flexibility
Maintain updated course materials and course masters.
Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring;
providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
Perform transaction monitoring for both New Hire and Tenured employees
Coaching for both New Hire and Tenured employees
Processing escalations received from the team as required
Processing emails received from the customer in the generic inbox as required
Job Requirements :
Excellent written and oral communication skills
Ability to gather and analyze data and make recommendations to manage growth and change
Experience in staff scheduling and management
Excellent knowledge of Microsoft Word, Access, Excel, e-mail system
Passion for crafting high quality learning experiences
Qualitative and quantitative analytical skills
Ability to maintain professionalism at all times, make decisions and work without supervision
Ability to successfully gather and analyze information to effectively diagnose the customer’s problem
Ability to develop effective solutions to difficult problems or situations.
Makes timely, practical, and cost-effective decisions, and facilitates others in doing so
Effectively selects the best option from a limited number of possible actions or standard options
Structures basic information accurately and draws informed conclusions
Is confident about his / her ability to contribute effectively
Takes responsibility for his / her actions, and willing accepts constructive criticism
Strong mentoring skills, presentation and team building skills
English Proficiency & Comprehension (spoken and written)
Bi-lingual skills as required
Excellent communication skills : verbal, written, listening
Ability to gauge user ability and modify delivery skills accordingly
University degree or equivalent work experience
Successfully completed form Train-The-Trainer Program or Certification, desired
Relevant experience with specific client program or client’s industry, preferred
For Virtual Trainer :
Experience in creating eLearning and blended learning content.
Comfortable working remotely and with different cultures.
Experience creating and editing videos and images is desirable
Must meet any and all client specific minimum statement of work requirements
For MS Store : CIPD / NLP / MCT Qualification (or Local equivalent) highly beneficial
Physical Demands & Work Environment :
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand / eye coordination.
The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms.
The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator.
Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and / or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All of the above job duties may be changed / modified / deleted at any time by the Company; any other job duties may be assigned as needed.
Standard General Security Roles and Responsibilities
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.