Temp Trainer Hybrid Team Leader - Work At Home
About the position Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.
Responsibilities
- Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
- Deliver new hire or upskilling in virtual or brick and mortar facility.
- Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance.
- Partner with clients in curriculum design and modification.
- Develop associated supporting materials.
- Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives.
- Prepare lesson plans and course agenda for each training class.
- Conduct proficiency evaluations and certify trainees for the programs to which they are assigned.
- In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance.
- Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.
- Adherence and accountability of training standards and processes.
- While not training, Temp Trainer will switch back to TL role . Work is defined by current state and needs of the line of business.
Requirements
- A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
- Undergraduate degree in Instructional Design, English or a related discipline.
- Virtual online experience in blogging or teaching.
- Ability to build rapport in an online virtual environment.
- Excellent oral and written communication skills at all levels of the organization.
- Demonstrated presentation and facilitation skills.
- Proficiency in Microsoft Office applications including PowerPoint and Word.
- Ability to work any shift x 7 days a week
- Ability to understand Standard Operating Procedures and when to ask for guidance
- Ability to adapt and implement changes on the fly
- Outgoing personality
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