We are seeking a highly motivated and experienced Training Facilitator to join our team and assist with the onboarding process for new employees in a fast-paced call center environment. This will include designing, delivering, and evaluating training programs to ensure that new employees are equipped with the necessary knowledge and skills to succeed in their roles. The ideal candidate will have a strong background in teaching and/or training, excellent communication skills, and a passion for helping others succeed.

Responsibilities:

• Design and develop comprehensive training programs for new employees in the call center, covering topics such as product knowledge, customer service skills, call handling techniques, and system navigation.
• Conduct engaging and interactive training sessions, both in a classroom setting and through virtual platforms, to effectively transfer knowledge and skills to new employees.
• Adapt training materials and delivery methods to meet the diverse learning needs and preferences of trainees.
• Provide one-on-one coaching and support to new employees to reinforce learning and address individual training needs.
• Collaborate with subject matter experts and call center managers to ensure training materials and content are accurate, up-to-date, and aligned with business objectives.
• Monitor trainee performance and progress during the onboarding period, providing feedback and guidance to help individuals improve and meet performance expectations.
• Evaluate the effectiveness of training programs through assessments, surveys, and trainee feedback, making necessary adjustments to enhance the learning experience.
• Stay updated on industry trends, best practices, and emerging technologies related to call center operations and training methodologies.
• Assist with the continuous development and improvement of the onboarding process, suggesting enhancements and innovative approaches to optimize training outcomes.

Qualifications:

• Bachelor’s degree in Education, Communication, Business, or a related field
• Proven experience in teaching
• Strong knowledge of adult learning principles and instructional design methodologies
• Excellent presentation and facilitation skills, with the ability to engage and inspire trainees
• Exceptional verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner
• Strong organizational skills, with the ability to manage multiple priorities and deliver training programs within tight deadlines
• Ability to adapt to changing business needs and quickly learn new information and technologies
• Proficiency in using virtual training platforms and other technology tools for delivering remote training
• Strong interpersonal skills and the ability to work effectively with individuals at all levels of the organization
• A proactive attitude and a passion for helping others succeed