Program Ready Trainer

**I. JOB SUMMARY:The Program Ready Trainer (PRT) is a seasoned professional adept at seamlessly integrating theoretical knowledge and practical expertise within a specific field or domain.In their capacity, the PRT assumes a pivotal role in the onboarding of new agents. Leveraging their extensive knowledge and skills, they facilitate the impartation of essential information and the cultivation of abilities essential for successful product delivery. Furthermore, the PRT actively engages in supporting day-to-day operations, undertaking diverse tasks aimed at enhancing overall performance and achieving optimal outcomes. This includes direct involvement in operational activities, such as handling phone calls, providing support and maintaining up-to-date product information.The Program Ready Trainer significantly contributes to the enhancement of overall performance metrics, the adherence to established protocols, and the delivery of exceptional service. Their multifaceted expertise stands as an asset in shaping and nurturing a high-performing team that consistently surpasses the expectations set by the program.**Note**:This is a hybrid position, meaning that when a training need arises, a PRT is pulled off the phones to provide support. Once this need is fulfilled, the PRT must return to their usual operational duties.**II. DUTIES AND RESPONSIBILITIES- Provide t raining support, r efresher sessions, u p training, floor support, o n p hone t ime, special tasks assigned by either Training Coordinator or Operations Manager, depending on needs.- Assists in driving metrics of the team.- Serves as a CP360 ambassador by delivering a prominent level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.- Taking calls for a certain percentage of the day/week/month as prescribed by Operations Leadership- Builds relationships and rapport with customers through a conversational and consultative approach.- Provide hands-on support and guidance to representatives, assisting them when needed in handling complex scenarios.- Conduct training sessions for new hire agents and refresher/up training sessions.- Conduct Nesting for the new agents by doing support, monitoring calls, and providing feedback.- Collaborate with Operations Manager and Training Coordinator to develop and implement strategies for continuous improvement.- Follows all applicable policies, standard operating procedures (SOPs) and work instructions (WIs).- Handles sensitive and confidential information in accordance with procedures and regulatory requirements.- Meet the required number of calls to be evaluated.- Conduct internal and external calibrations (where applicable) to stay aligned with client expectations/variance and Operations.- Develop and deliver Coaching Clinics with agents when trends are identified and need to be addressed.- Participates in Trainings as program ready Trainer, as required.- Completes other tasks as deemed appropriate by supervisor.**III. REQUIRED SKILLS AND COMPETENCE- Strong understanding of program processes and procedures, terminology, and customer service principles.- English proficiency required, Exceptional listening skills.- At least 1 year(s) of working experience in a related field is required for this position.- English proficiency required. Teams require conversational English. This includes the ability to articulate thoroughly through written and verbal English.- Ability to read and comprehend instructions, short correspondence, and memos in English.- Exceptional communication skills are necessary.- This individual must also possess a prominent level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.- Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast-paced environment.- Must also be able to work as a team player.- Strong analytical, problem solving and general troubleshooting skills.