About Company
Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology we integrate with our clients brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.
Job Overview
The Trainer provides quality, effective training designed to increase individual and organizational productivity and enrichment. S/he provides development opportunities that enhance knowledge, developskills,and enrich the organization.
Responsibilities and Duties
- Conducts new hire onboarding training from program specifics, review of compliance requirements, assessment of readiness to start on the job work, including but not limited to cross-training, and new program training implementation
- Assesses training needs and develops programs for continuous education and employee development in close coordination with counterparts in Operations and Quality
- Evaluates the competency levels of individual employees so that they can work with employees with different knowledge and skill levels
- Works to execute established overall training objectives
- Provides feedback to support training program design and documentation, using techniques combining virtual and on-site collaboration
- Should be familiar with the software commonly used in the industry for computer-based training, videoconferencing, and document management
- Keeps up with comprehensive knowledge and relevant topics to ensure that training modules are updated and have correct information
- Evaluates the outcomes of training sessions and maintain records of trainees progress and achievements through the learning management platforms
- Joins calibration sessions and focus groups
- Performs other tasks as needed
Required Knowledge and Skills
- Strong verbal and written communication skills
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
- Great interpersonal skills and observational skills so that they can assess trainees understanding and progress
- Open, honest, and empathetic manner when dealing with people
- Strong attention to detail and desire to follow procedures
- Excellent customer service and positive interpersonal skills
- The ability to work and collaborate with employees at all levels within different roles
- Strong analytical, problem-solving, and decision-making skills
- Ability to work flexible hours with the possibility of working outside of contractual hours
- Ability to give and receive feedback appropriately
- Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), industry standard QA and Training tools (including implementation) and best practices or ability to learn technology quickly
- High customer service and sales orientation
- High level of integrity, honesty, and judgment
- Strong coaching skills
- Able to meet productivity demands with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
- Experience working both independently and, in a team-oriented, collaborative environment is essential
- Must have excellent presentation skills to present training programs
- Is persuasive, encouraging, and motivational when giving feedback to others
Education/Experience
- A bachelors degree is preferred but not required
- Have at least 3-5 years or more experience in the Contact Center environment handling a Training position
- Have extensive experience in handling sales and customer service in relation to Operations, Quality or Training
- Experience in the US Healthcare industry is preferred but not a requirement
