A Corporate Trainer works in a business environment and conveys knowledge or skills to a group of employees. May be hired full-time by a large company to train new employees and assist in the transition to new business systems.
Bilingual Call Center Trainer 3.5 3.5 out of 5 stars El Paso, TX 79903 $18.00•$19.20 an hour Integrated Human Capital 107 reviews $18.00•$19.20 an hour
Bilingual Call Center Trainer Job Summary:
This position will be responsible for delivering prescribed new hire and on•going process optimization training for call center agents to ensure compliance with client expectations as well as all Federal and State guidelines. The trainer will also be responsible for ongoing coaching to improve representatives' productivity via enhanced verbal communications with clients and prospects. Trainer will work with the members of the leadership team, as well as client's training team to ensure achievement of individual, team and department objectives through observation, education, coaching and motivation techniques.
Bilingual Call Center Trainer Responsibilities:
Conduct full scope of activities required to deliver new employee training for a cross discipline of Oveana clients (i.e., customer service, warranty processing, account updates and telematics) and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), as well as process, compliance, and product training. Audience is comprised primarily comprised of front line bi-lingual call center agents with the exception of compliance training which incorporates all team members. Ensures class objectives and learning curve performance metrics are achieved according to pre•defined plan. May develop training materials and curriculum for up-training activities. Recommends additional learning materials as appropriate. Researches and develops program content to achieve specific objectives for each program. Coordinates with Supervisors, Quality Assurance, other internal departments, as well as Client to identify new training needs and/or changes to existing training curriculum. Facilitates learning and development using various methods for new and existing contact center team members. Adapts existing programs to suit various audiences. Reviews and updates training policy and procedure manual. Assesses employee training needs and provides feedback to management. Maintains internal department and external class training records. May work with Human Resources, and Client to bring in external training courses. Coordinates all assigned projects, ensures projects are completed by target deadlines and provides weekly, and daily if necessary, project status updates to management. Submits necessary access credential request prior to day 1 of training. Submits necessary termination of access credential requests in the event a trainee is released from assignment during their training and nesting period. Leads floor support for nesting agents. Provides input and feedback to members of Management, HR, or Supervisory team with regards to corrective action. Other related duties assigned as needed.
Bilingual Call Center Trainer Knowledge & Experience:
Associates Degree or equivalent in terms of combined education and professional experience required. 2+ years call center experience with a strong background in Call Center Training or Quality Assurance experience preferred. Ability to lead, inspire, train, coach, motivate and mentor. Ability to relate to all levels of staff and management. Excellent reasoning abilities and sound judgment. Excellent verbal and written communication skills Professional and enthusiastic demeanor. Advanced presentation, interpersonal, time management, and organizational skills. Proficiency in MS Office applications, e.g., Word, Excel, and PowerPoint. Ability to work both independently and in a team environment. Some travel may be required.
Physical Requirements:
Sitting for extended periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Crouching:
Bending the body downward and forward by bending leg and spine
Standing:
Remaining upright on the feet, particularly for sustained periods of time
Fingering:
Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling
Talking:
Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly
Hearing:
Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
Integrated Human Capital is an equal opportunity employer committed to fostering diversity and providing employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We actively support affirmative action by encouraging minorities, women, individuals with disabilities, and veterans to apply for positions for which they are qualified. Integrated Human Capital also participates in the E-Verify program to verify the identity and employment eligibility of all newly hired employees in compliance with federal immigration laws. Candidates will be required to provide documentation verifying their identity and authorization to work in the United States. #ELP
