Business Solutions Workforce Trainer I

Job Summary:

Under direct supervision, the Business Solutions Workforce Trainer I is responsible for developing employee's knowledge and skills to ensure current and future objectives are met. By developing these skills and helping employees reach their potential, the Trainer helps build employee satisfaction which makes it easier for Business Solutions to attract and retain quality employees.

The Business Solutions Workforce Trainer I focuses on specific tasks or facets of the company as assigned by their direct leader. This position is responsible for completing tactile tasks and completing assigned work duties that help drive the success of the organization.

The Business Solutions Workforce Trainer I will be able to communicate effectively, collaborate with internal and external contacts, meet deadlines, and maintain autonomy while working on projects and duties. As breadth of knowledge increases with experience, the Business Solutions Workforce Trainer I may become eligible to transition to the next level of Business Workforce Trainer II.

Responsibilities:

Performance Outcome: Training

• Design training programs for classroom learning, demonstrations, one on one coaching and online learning

• Evaluate the competency levels of individual trainees so they can work with employees with different knowledge and skill levels

• Analyzing customer needs and selects and explains the best solution to solve the problem.

• Coaching of evaluations to inspire individual customer service

• Provide employees motivation and direction to improve customer's experience and earn customer loyalty

Performance Outcome: Quality Reporting

• Evaluate inbound and outbound calls, emails, chats and social media for service standards and accuracy of knowledge to reinforce company's Core Competencies

• Contributes to the development and design of the quality programs

• Other duties as assigned, including account research and follow-up, special projects, etc.

Education, Knowledge, and Experience

• High school diploma or GED; some college preferred

• 2-4 years' experience in a call center environment preferred

• Proficient in Word, Excel, PowerPoint, and other Microsoft Office programs

• Basic knowledge of computer applications including but not limited to System I, Talkdesk, Ondemand

• Strong written and verbal communication skills

• Excellent presentation skills

• Expert communication and listening skills

• Reliable problem solver with strong project management skills

• This position requires the ability to build and manage relationships both internally across the company and externally.

• Must maintain a high level of confidentiality with employee records, projects, and other company restricted information.

• Proactive approach to prioritize competing tasks.

• An ability to handle multiple deadlines, while working independently and maintaining a high degree of productivity, accuracy, and sense of urgency.

• Exceptional analytical and planning skills to assess training needs and develop programs to meet those needs.

Additional Information:

LSA Status

This is a non-exempt position.

Physical Requirements/ Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee must be able to sit or stand for extended periods of time. Employee may be expected to lift and carry or otherwise move 20 pounds occasionally. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends. Travel is not required for this position.

Location:

Ada

Department:

9340 Business Solutions Services

Time Type:

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.