Training Facilitator

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

 
About the Job

We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.
 
Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.
 

As a Trainer, You Will…

  • Provide training to new and existing employees 
  • Develop and deliver training plans and curriculum to classes of up to 25 people 
  • Develop and utilize a variety of creative teaching techniques
  • Develops and administers knowledge assessment testing 
  • Assist with QA monitoring, feedback and coaching
  • Maintain up-to-date reporting on training progress, effectiveness and improvements
  • Stay informed of current client products and services
  • Interact with partners, ensuring they understand the training environment, successes and opportunities for development 
  • Manage new Trainers and Training Facilitators


As a Trainer, You Have…

  • BS/BA in Education or Business Administration or equivalent work experience required
  • Knowledge of adult learning principles and the ability to implement these principles into a training curriculum 
  • 3+ years previous contact center experience preferred
  • Experience in customer service training
  • Experience in coaching and mentoring 
  • Knowledge of existing and emerging training methods and tools
  • Knowledge of call center systems, ACD/IVR and performance statistics
  • Strong verbal and written communication skills, including presentation skills 
  • Strong analytical and problem solving skills
  • Ability to build rapport with clients and interact with team members at various position levels 
  • Ability to multitask effectively and work in a fast paced environment 
  • Ability to develop employees through positive motivation 
  • Ability to adapt to change and innovation
  • Ability to potentially travel 
  • Skills in MS Office programs (Word, Excel and PowerPoint) 

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