Product Trainer  

Expert Global Solutions (EGS) an Alorica company, is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.

Summary

Conduct client program training and reinforcement training for new hires. Supervise agents through training and Academy Bay (A-Bay), offer and develop creative solutions and tailors training to specific audience needs in order to maximize training productivity.

Essential Duties & Responsibilities

• Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology.
• Facilitate aligning to the training approach and adheres to the Company’s onboarding, New Hire Training, and A-Bay playbook standards.
• Supervise agents through training classes and A-Bay and assists in the successful integration of agents into Operations. Manages policy and procedure concerns through administration of corrective action up to and including termination.
• Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc.
• Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery.
• Assesses training needs and learning styles and customizes training approach to be the most effective based upon the audience and training content. Utilizes and/or designs role play scenarios to drive job simulation practice.
• Comply & participate in the Company’s Trainer Coaching and Development Program and completes action plans created to focus on trainer performance improvement & grow job skills.
• Evaluate and recommend training content improvement
• Provides additional one-on-one training and coaching support to agents that need additional focus.
• Prepare training reports for Training and Operations to record training milestones and progress, as required.
• Responsible for obtaining and/or maintaining all relevant certifications to perform job. Participates in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Performs other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

• Excellent interpersonal, written, and oral communication skills.
• Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.
• Must possess strong problem solving skills.
• Strong coaching and motivating skills.
• Knowledge of adult learning theories a plus.
• Ability to analyze training needs to identify deficiencies and foster a learning environment that promotes continuous improvement.
• Ability to lead both new and experienced employees to perform their duties.
• Ability to work in a team fostered environment.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to adapt to a flexible schedule.
• Ability to maintain the highest level of confidentiality.

Position Scope

Supervisory/ Management Responsibility: Manage agents from New Hire Training to A-Bay

Relationships:

• Internal – Operations, Quality, Client Solutions
• External – Clients

Qualifications & Requirements

Education:

Minimum of 2 years university and 2 years work experience or Bachelor’s Degree in Education, Communications or related field required

Experience:

Minimum of 1-3 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry required; BPO/call center experienced preferred