Trainer Jobs

The Trainer is responsible for delivering training to new and existing consultants across a variety of programs. The Trainer must demonstrate a high level of content knowledge, understanding of adult learning principles and have experience with both classroom management and virtual learning techniques and standards. Additionally, the Trainer will support program goals and initiatives for learning improvement, innovation, and efficient learning organizational processes by identifying opportunities, highlighting gaps in learning processes, and by providing suggested solutions to the Training Manager.

Responsibilities

• Track virtual classroom activities.
• Facilitate both new-hire and ongoing training to ensure delivery of learning content is consistent and meets the needs of the program while maintaining control of onsite and virtual classroom environments and addressing trainee behavior
• Partner with Supervisors, Managers, and Training colleagues to drive performance and quality of service
• Establish and provide sufficient practice time
• Ensure integrity and accuracy of information
• Administer up-training sessions as needed.
• Maintain records of attendance, test results, performance issues in the classroom and in nesting, quality monitor scores and feedback in nesting, making recommendations as appropriate
• Provide required job aids to gain full program knowledge
• Deliver complete and understandable systems training
• Plan and coordinate internal training logistics and activities
• Coordinate and administer practical examinations for new hire training classes to include tracking and documenting results and feedback provided

Qualifications

The ideal candidate will have a bachelor's degree in a relevant field (e.g., Education, Human Resources, Organizational Development) and/or proven experience as a trainer or training facilitator. Demonstrated leadership, oral and written communication skills, including the ability to influence other levels of management.

Additionally, the ideal candidate will demonstrate:

• Flexibility to adapt to changing training needs and priorities.
• Ability to work effectively in a team and collaborate with various stakeholders
• Strong organizational and time management skills
• Proficiency in using training software and technology (e.g., Learning Management Systems, e-learning authoring tools)
• Ability to design and deliver engaging and interactive training sessions
• Familiarity with training evaluation methods and techniques
• Strong knowledge of instructional design principles and adult learning theories
• Excellent communication and interpersonal skills
• Excellent presentation and public speaking skills
• Attention to detail and accuracy in training content creation

Relevant Technology:

• Use of other learning management toolsets is a plus, such as Kahoot!, Camtasia, Adobe Captivate, etc.
• Experience with or exposure to ITSM / Ticketing systems is desired, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
• Advanced word processing and presentation skills, demonstrating advanced knowledge of Microsoft Office products including MS Word and MS PowerPoint
• Experience with or exposure to call center technologies is desired, including ACD/IVR systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
• Demonstrated experience delivering training via virtual environments across collaboration platforms such as Teams, WebEx, Zoom, Google Meets, etc.