Trainer

SUMMARY

The Trainer is the primary client team trainer and has overall responsibility for all representative training and continuous updating of current staff on new skills and changes as required. The Trainer will train, assist with development, and do timely reviews of training modules, including systems training, product training, customer service, and specialty areas. Training modules will be reviewed and approved by client staff during development and on review dates. These programs include, but are not limited to, call quality monitoring, coaching, and regular reports identifying training opportunities. The Trainer will analyze performance data to identify opportunities for improvement in training curricula and recommend changes as appropriate. This individual is responsible for working with Team Leaders to meet and exceed client/partner goals and target metrics. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Work directly with Team Leaders and Program Director to ensure they are competent in performing the call quality monitoring procedure.

Confer with the client and Management staff to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, technologies, or the general improvement in customer service abilities

Formulate process outlines and determine implementation methods such as individual training, lectures, demonstrations, conferences, meetings and workshops

Maintain records and prepare statistical reports to evaluate call quality programs and ongoing quality process improvement for individual representatives and the team in general.  This includes completing the quality and training portion of the Client Monthly Report.

Coordinate and execute coaching and quality assurance programs related to calls, written response and/or customer interactions

Coordinate and schedule quarterly call calibration sessions for the client and Alta Management Staff.

Oversee all training with the team.  This includes all phone queues and written response. Conduct MSA call reviews with each team on a quarterly basis. Consists of gathering, monitoring, and reviewing calls with all Program Teams

Serve as the primary trainer for all training and focal point for all product questions, processes and procedures 

Monitor team members’ calls to observe employee's demeanor, technical accuracy, and conformity to company policies and procedures and provides coaching, guidance, and development to improve or advance performance

Develop, maintain and update product, customer service, and systems training modules for both classroom and online delivery for new and existing reps

Ensure system product guidelines are accurate, comprehendible, and well organized for readability

Produce organizational strategy and plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary

Ensure activities meet with and integrate with Alta Resources’ and Client's organizational requirements for Call Quality management, health and safety processes, legal stipulations, and general duty of day to day business

Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

LEADERSHIP RESPONSIBILITIES

Although this position will not have responsibility for direct reports, leadership development opportunities may be presented through collaboration with company leadership as well as by gaining an enhanced understanding of Six Sigma methodologies.  Leadership capabilities are required to be successful in this position.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Demonstrates an ability to be a self starter and to train personnel in a high performing, diversified, every changing, global team environment. Displays a high level of confidence, enthusiasm and a proactive, positive attitude with the desire to succeed, motivate and develop teams, and exceed client expectations. Has a passion to lead and serve others.

Proven leadership capabilities, industry knowledge, and a solid quality monitoring, a strong understanding of coaching techniques and counseling, and training development abilities. Professionally and effectively interact with diverse backgrounds and perspectives. Provides clear expectations, feedback and recognition.

Excellent interpersonal, verbal and written business communication skills. Ability to establish rapport, lead, coach and motivate, builds relationships and loyalty with external and internal team, clients and leaders, and remains tactful when communicating negative information. Demonstrates the ability to effectively present information, give presentations, and respond to questions from groups of managers, clients, customers, and staff.

Demonstrate an ability to display patience, empathy, active listening skills, and stress management while ensuring internal staff and client needs are fulfilled in a timely and satisfactory fashion. Proven ability to adapt coaching styles to provide positive as well as negative feedback. Provide constructive feedback that is specific and encourages employees to perform at an optimal level at all times.

 Highly self motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills.

Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Exercises good judgment.

Ability to maintain a high level of confidentiality by handling sensitive and private employee, client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements.

Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results. Embraces change and is flexible to the needs of the team and business. Demonstrates the ability to support or lead in change management.

Ability to accept and apply coaching and feedback from leadership.

Proven track record of reliability and a strong work ethic is a must.

EDUCATION and/or EXPERIENCE 

High school diploma or general education degree (GED) required; Associate's or Bachelor's degree (B. A.) from a four-year College or University is preferred; one year experience in training and/or leadership role required.

TECHNOLOGY SKILL BASE

This position requires a working knowledge of computer technology that includes: Intermediate to Advanced MS Word, Excel, PowerPoint and Outlook as well as Lotus Call Quality Software.  Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear.   The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area.  Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.