The Training Assistant - Trains and develops all call center talent. This position helps drive call center effectiveness by ensuring representatives have a thorough knowledge of products, services, systems and processes. Qualified candidate must be able to effectively troubleshoot and resolve problems. Job responsibilities include, but are not limited to:
Primary responsibility will be to oversee and implement the OJT program for employees. This includes training and observation of trainees with respect to their performance against established training objectives and recommendation of additional skill requirements as training needed. (This position is not responsible for recommending or implementing disciplinary action due to job performance.)
Participates in developing training plans and OJT programs.
Assists in developing general training instructions, checklists and visual aids.
Conduct cross training.
Maintain organized log(s) of all training conducted.
During non-training or non-production periods, the OJT trainer may be called upon to perform in other capacities such as: working on problem solving, continuous improvement on training programs; cross training of operators; assist with training programs in other departments; check call accuracy.
Periodic attendance at training seminars, of which some will require out of town or overnight arrangements.
Perform all training in full compliance with all company, state and/or federal safety and environmental regulations.
Notify designated personnel of any irregularities in materials, process, or software platforms.
Maintain orderliness and cleanliness of assigned area(s) and observe company policies at all times.
Must demonstrate the ability to demonstrate leadership ability and strong interpersonal skills, excellent communication skills, and the ability to effectively work with and train other employees.
At least a High School Diploma, GED or Equivalent Certification or Military experience
Ability to develop new hires and refresher/ongoing training programs and methodology.
Ability to work under aggressive timelines and manage multiple projects.
Must be flexible with the ability and willingness to work late evenings, weekends and certain holidays.
High school diploma required, education beyond high school preferred.
Previous training experience preferred.
Previous experience in operator or line work in a production environment strongly desired.