Trainer I

Responsible for updating, enhancing, and producing training materials, identifying, recommending, and administering ongoing/new training in alignment with call center customer service philosophy and business needs.

Responsibilities

• Partner with department leaders to identify training needs for new hires and existing employees.
• Collaborate with management to communicate policy and procedure updates and ensure a consistent customer experience.
• Conduct new hire training classes, including preparation of training materials, resources, and facilities.
• Facilitate recurrent training sessions, meetings, and seminars related to policy, procedure, and protocol changes.
• Adapt training methods to accommodate different learning styles through: Role-playing exercises, Simulations, Team exercises, Group discussions, Videos, Lectures etc.
• Work closely with Quality Assurance teams to conduct training needs assessments and identify training gaps.
• Develop and improve training curriculum and delivery methods based on business requirements.
• Create, implement, and maintain training materials covering: Product knowledge, Process awareness, System expertise and Call handling skills
• Identify and implement industry best practices and training processes.
• Share knowledge and best practices with other iQor facilities and teams.
• Ensure compliance with all company policies and procedures, including Security, Health, Safety, and Quality standards.
• Maintain confidentiality of systems, data, proprietary information, and customer-specific information.
• Interpret instructions provided in written, oral, diagram, or schedule formats.
• Support and align with business objectives and call center operational strategies.
• Perform other duties as assigned.

Skills Requirements

1 or more years of training experience in call center.

Education Requirements

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Consistent attendance is an essential function of the job.