Talented Trainer for our awesome new projects

This position reports to the Manager, Training & Quality.The trainer routine contact with new hire employees, existing production employees, support staff, managers, and client representatives.

Founded in 1997, ACT provides CRM outsourcing programs for Customer Service, Sales Support, Fraud & Dispute Management, Claims Processing and a wide variety of other programs and custom solutions for some of the top companies in the United States.

Advanced Call Center Technologies is seeking a strong Trainer to join our team. Do you love helping others learn and advance in their career? Are you looking for an opportunity to grow? If so, this is the right job for you!

We offer:

• Opportunities to advance within, over 90% of our leaders started as agents
• Transportation to and from City Center
• Subsidized Canteen
• Onsite Nurse and Counselor
• Employee Referral Bonuses
• Employee of the Month Awards & Ceremony
• Monthly Contests and Give A-ways
• Medical and Dental benefits
• Paid time off and paid holidays after 90 days
• Employee Discount Programs

This position reports to the Manager, Training & Quality. Incumbent has routine contact with new hire employees, existing production employees, support staff, managers, and client representatives. Responsible for the instruction and delivery of the company’s and client’s training program curriculum to existing and new hire employees. Facilitates the classroom training and coordinates on the job training as required.

Essential Duties and Responsibilities

Delivers training on program content, product information, and company and client expectations to students in a classroom environment.

Facilitate training programs according to company and client guidelines.

Prepares and sets-up classroom.

Prepares training course materials for each class and maintains instruction manuals.

Develops and implements job aids for trainees

Track and report upon the progress of the training class.

Identifies at-risk employees and implements an individual coaching plan for success.

Maintain class roster, attrition reports and weekly productivity reports.

Provide well prepared employees who know and understand the program, client, products, policies and productivity expectations.

Provides call floor support during employee transition from training to production environment

Deliver refresher training and program update training to existing employees as required.

Attends train-the trainer sessions and stays current on curriculum content changes.

Supervisory Responsibilities

Directly supervises 10-20 employees per training class. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Minimum 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.

Education:  High School diploma/GED.  Associate’s degree or some college preferred.

Experience: Minimum of one year of related call center experience. Supervisor or training experience preferred.

Skills:

• Computer experience in a Windows and web-based environment.
• Experience using internet, word processing, spreadsheet and calendar software required. MS Word, Excel and Outlook experience preferred.
• Ability to speak effectively in front of groups of employees or customers.
• Ability to write and complete routine reports in various formats.
• Ability to analyze, interpret and report results, trends and outcomes.
• Ability to deal with problems involving several concrete variables in standardized situations