Trainer

The purpose of the Trainer is to oversee, develop and administer training programs, for both the client they represent and the employees that support the specified client brand. They assess training and development needs for the organization, while helping individuals and groups to develop skills and knowledge. Their scope includes, but is not limited to, creating training manuals and materials, presenting training sessions, monitoring training for effectiveness, and ensuring that client expectations are met through employee competence within the aspect of learning and development.**Minimum Skills Requirements**:- Training or Learning and Development and/or Training experience.- Ability to lead a full training cycle- Knowledge of various training and teaching methods- Ability to maintain and encourage an enthusiastic and positive attitude at all times.- Strong time management skills and ability to multitask.- Analytical mindset and aggressive about using data to make informed decisions.- Ability to thrive in a fast paced, quickly changing environment.- Experience using basic database programs and various operating and reporting systems.- Ability to use call center/customer response telephony system/s and phone equipment- Customer service skills - excellent written and verbal communication- Experience with Learning Management software- Experience with document processing, spreadsheet, and presentation software tools, such as Excel, Word, PowerPoint, etc.- Show confidence and experience in problem solving, being a quick learner, and assisting guiding others (internally within your team and externally to the client and their customers).- Show a passion for solving problems, while providing positive customer experiences for client brands- Show the ability to properly use a CRM (Customer Relationship Management) tool- Ability to learn, administer, and teach the team how to deliver experiences in line with internal and client specific QA policies and procedures as well as team client program materials- Ability to effectively navigate a Knowledge-base & FAQ (Frequently Asked Questions) library, to help guide customers/team to problem resolution**Essential Job Duties**:- Modifies or creates course materials and training manuals to meet specific training needs by client standards.- Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and more- Determines training needs and requirements for an organization or group by meeting with managers, talking with employees, or administering surveys- Continual review of existing training materials to determine appropriateness and relevance to client, products, promotions, etc.- Presents in-person and online training sessions- Maintains and organizes LMS training courses for client based on their standards and that of S2G.- Schedules training sessions, organizes information technology and other equipment, and manages course enrollment- Monitors training programs and manuals to ensure that they are effective and up-to-date and makes updates as necessary- Lead, teach, onboard and evaluate new trainers- Implement Training KPI’s- Works with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments- Manages costs for all programs, productions, and publications in order to report to organization executives and client regarding a return on investment- Specializes in a particular industry and keeps current on the activities and needs of that industry by attending regular meetings, conferences, and seminars- Maintains understanding of new educational and training techniques and methods- Provides training staff and executive management with daily, weekly and monthly training reports- Undertakes other initiatives and projects as may be necessary to fulfill the company’s obligations to its clients.- Ensures consistent and accurate communication of updates to the major client team.- Other duties as assigned**Preferred**:- Prior contact center outsourcing experience.- Previous leadership experience.**Relationships**:- Maintains ongoing relationships with client to provide sustained excellent customer service.- Works with Support Services Group operations teams and client services, to ensure that Support Services Group is performing effectively and efficiently.- Maintains relationship with the Contact Center Management Team regarding employee quality assurance evaluations, and areas of improvement regarding learning management.- Note: The above listed are major responsibilities of this position. They are not intended to cover each aspect of the position as the scope and duties of a given position may change or be temporarily altered based on the business needs of the Company._