Instructor Specialist

JOB DESCRIPTION

• The Senior Trainer is primarily responsible for providing end-to-end training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics.
• Coordinate with key departments prior to the start of class to ensure that all the necessary training materials and resources needed to provide the participants with a successful training experience. 
•  Conduct well planned New Hire training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service. 
•  Motivate the participants to succeed and provide them with all the necessary tools and knowledge in order to be successful in every customer interaction. 
•  Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents. 
•  Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes. 
• Continuously review training material and update obsolete concepts and processes Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities. 
•  Facilitate Communications coaching and training as needed and work closely with operations to improve the overall English communications skills of agents on the floor. 
•  Attend Client Train the Trainer sessions, workshops, calibration sessions, and/or meetings to remain knowledgeable of all Client offerings. 
•  Regularly take production calls and provide floor support to keep abreast with customer issues and agent’s Areas for Opportunity.