Associate Trainer

Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Job Description

Trainer occupy a key role as the initial facilitator/leader for Results’ new Associates. Trainer is responsible for Training the New Hire program, teaching and validating requisite skills and behaviors with consistency are key job functions. Trainer also facilitates ongoing and enhancement training and may be assigned for specialized training projects. Duties and Responsibilities Maintains Subject Matter Expertise for the program being handled by knowing up-to-date products and services, policies, processes and procedures

Attends Day Zero meetings with HR-Recruiting and participate in NHO facilitation

Facilitates classroom training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures

Assists Grad School Dean to prepare and deliver training on the floor that will improve Associates’ skills, knowledge and performance

Follows training class to Grad School and assists the Grad School Dean when not in class

Provides feedback to the Training Manager/Site Director/Global Training Leaders to identify gaps in training and other areas of opportunity

Gathers, documents and distribute clear information from updates received by global training and/or client

Attends training meetings and responds to emails and phone calls to insure all program information is documented and updated

Assists in monitoring Associate calls and performance to identify gaps in training

Works with the Quality and Leadership Team to assist in the quality improvement process of the account

Participates in calibration meetings to ensure information being trained is updated at all times

Extracts/generates training reports such as class attendance and performance records, as well as furnishing other training requirements as determined by the program or account operations

Qualifications

One to two years progressively responsible experience in a contact center environment

Completion of the required Tools and Techniques for Trainers (TT4T) courses and/or completion of the Associate Trainer Program (ATP)

A combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation must take place within 90 days of joining Results University as a Trainer

Excellent non-verbal and verbal communication skills – both oral and written

Must have a dynamic and engaging classroom presence

Displays organized, innovative thinking to strategically solve problems

Proficient in using MS Office products (Word, Excel and PowerPoint)

Strong interpersonal skills with the ability to perform effectively as member of a team

Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)

Ability to creatively use resources and adjust to changes quickly and professionally

Ability to work independently with minimal supervision, but also in a team environment

Strong attention to detail

Ability to monitor the method of communication and adjust as needed based on to whom and what is being communicated

Ability to prioritize assignments and projects based on importance and customer expectations

Ability to work in a normal office environment

Ability to work multiple shifts as required (with work week in-class possibly being 45-50 hours)

Complete Resume of Readiness, Peer Evaluation Form and Manager Evaluation Form

Monthly Self-Development Plan and Roadmap to Success

• Before facilitating a class, Trainers must go through the applicable certification process
• Ability to travel if needed

Additional Information

Additional Information

The Results Companies is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.