Eastwood | Trainer - Search Engine Optimization

Overall Responsibilities:  

• Delivers new Hire and Continuing Education Training to all agents assigned to program 
• Facilitates training utilizing a variety of delivery methods, including Instructor-led training, On-Line Facilitation and CBT – co-facilitation.
• Attends all appropriate training meetings including internal/external account
• Maintains awareness of training delivery calendar
• Provides program specific training to support staff as needed.
• Responsible for the delivery of both Majorel and program specific soft skill, sales and/or technical training
• Maintains and verifies that review exercises are relevant; measures retention of new and tenured agents.
• With the assistance of the Training Manager, creates assessments and procedures to measure success of conducted training
• Administers and Analyzes Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
• Maintains a professionally structured class environment according to established policies and procedures
• Consults with internal customers and develops custom courses to meet specific business needs
• Successfully Completes all required training including program specific, organizational and trainer development content
• Ensures that all issues and requests for service are processed correctly and in a timely manner
• Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
• Refers issues accurately when issues are outside of support boundaries or when resolution cannot be confirmed
• Demonstrates a strong customer service orientation and takes task ownership
• Creates a positive impression of Majorel service and client, through words and actions
• Able to answer incoming phone calls (and/or incoming e-mail) on the client’s customer support line, providing a high degree of professional assistance
• Able to demonstrate calibration of interaction type
• Conduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessary. 
• Manage and update knowledge resources accordingly.
• Monitor student progress throughout duration of training, providing coaching and developmental feedback.
• Facilitate transition of students from training to work environment, ensuring competency levels are sufficient.
• Participate in training design sessions with course development team.
• Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
• Work closely with Instructional Designer or Training Manager to develop classroom delivery strategies including multi-media preparation.
• Establish relationship with design team to learn design methodology and become familiar with learner and facilitator guide standards.
• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.
• Develop classroom agendas, timelines and content flow as necessary to deliver effective training to students.
• Complete daily tracking, including end of day course evaluations and trainee assessments.
• Research product information for each account assigned by attending team meetings and periodic calibration sessions, side by side observations and call monitoring for training department purposes.
• Provide support for technical, sales and systems training as required.
• Summarize course evaluations for management review.
• Ability to travel and schedule flexibility
• Maintain updated course materials and course masters.
• Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Perform transaction monitoring for both New Hire and Tenured employees
• Coaching for both New Hire and Tenured employees
• Processing escalations received from the team as required 
• Processing emails received from the customer in the generic inbox as required 
• Process documentation 

Requirements:

• Excellent written and oral communication skills
• Ability to gather and analyze data and make recommendations to manage growth and change
• Experience in staff scheduling and management
• Excellent knowledge of Microsoft Word, Access, Excel, e-mail system
• Passion for crafting high quality learning experiences
• Qualitative and quantitative analytical skills
• Ability to maintain professionalism at all times, make decisions and work without supervision
• Ability to successfully gather and analyze information to effectively diagnose the customer’s problem
• Ability to develop effective solutions to difficult problems or situations.
• Makes timely, practical, and cost-effective decisions, and facilitates others in doing so
• Effectively selects the best option from a limited number of possible actions or standard options
• Structures basic information accurately and draws informed conclusions
• Is confident about his/her ability to contribute effectively
• Takes responsibility for his/her actions, and willing accepts constructive criticism
• Strong mentoring skills, presentation and team building skills
• English Proficiency & Comprehension (spoken and written)
• Bi-lingual skills as required
• Excellent communication skills: verbal, written, listening
• Ability to gauge user ability and modify delivery skills accordingly
• Pass course assessment/test within the client account training tool prior to delivery of the training to New Hire agents
• Two or more years’ experience as a contact (call) center trainer
• University degree or equivalent work experience
• Successfully completed form Train-The-Trainer Program or Certification, desired
• Relevant experience with specific client program or client’s industry, preferred