Trainer – Alorica – Owensboro, KY 42302
Alorica 5,468 reviews – Owensboro, KY 42302
|The Trainer will report to the Training Manager and will be responsible for the day to day training of employees including the teaching of any upgrades or revisions to processes and programs. They are responsible for the account call tracking records and the monitoring of live calls. Position requires Analysis of training effectiveness and creating new improvement efforts to increase performance metrics.
Contribute to the overall development of assigned programs to reduce Path to Proficiency and improve the new hire Experience .
Responsibilities: Maintain a professional environment that promotes pride in performance and encourages success in all site personnel. Partner within the training environment to ensure the efficient development of call center agents. Ensure the New Employee Experience is professional and positive at all phases of development. Facilitate new hire training programs and support all on-going training initiatives. Provide support to existing employees and center personnel through on-going training initiatives. Analyze and evaluate center training needs to develop, modify or improve existing training programs, materials and curriculum. Work actively with client vendors and management team to ensure effective implementation and communication of all training strategies and initiatives. Participate in variety of special projects and perform administrative duties as assigned. Track and report on new hire statistics: Test scores, call handle times, quality of calls, and any other metrics requested. Create and deliver a positive, fun and rewarding classroom training environment. Supporting Operations in any duties necessary. Supporting the call center agents working on the floor when needed. Partner within the training environment to ensure the efficient development of call center agents. Ensure the New Employee Experience is professional and positive at all phases of development Supervise, mentor and develop the customer service skills for a team of call center agents Screen, interview and hire candidates for the call center agent positions Tracking and reporting on team’s metrics and progress Monitoring agents calls and assuring quality Working with the team to accomplish department goals Creating and implementing programs to keep agents motivated Creating an environment which encourages and supports agent retention Conduct weekly one-on-one coaching sessions providing feedback to the team members Completion of Administrative duties to support Training development; including by not limited to auditing of payroll, agent schedules, call times, etc. Creating an environment to support employee retention. Must take a 4 continuous hour block of calls per month. Conduct peer reviews of training as required. High School Diploma required and a college degree in an Educational related field preferred. 1-3 years training/team management experience in a call center or corporate environment. Knowledge of Adult Learning techniques and a variety of coaching methods. Exceptional written, oral, interpersonal communication skills with the ability to communicate effectively with other departments, outside vendors, and associates of all levels. Effective facilitation and classroom management skills to present information using a variety of techniques and media. Strong analytical, organizational and time management skills. Demonstrated ability to be self-motivated, self-directed and work independently.