Solix Inc Hiring for Call Center Trainer at Remote Full Time

General Purpose:

This position is responsible for delivering new hire and on-going training to call center agents for one or more client programs, including those having high complexity. The Trainer works closely with members of the operations team, client services, and procedures teams in order to communicate course changes as well as new materials and documentation updates. Essentially responsible for
delivering new hire agents to production with the skill sets and knowledge bases that are expected by both external clients and internal departments. Lead continuous improvement efforts and make modifications that result in desired outcomes. Responsible for ensuring resources are utilized efficiently, in accordance with program and corporate objectives and in ways that consistently promote customer quality and satisfaction.

Primary Responsibilities and Duties:

• Facilitate new hire and ongoing training using curriculum

that is either provided by the client or developed in-house. Interface with the operations, procedures, and the client services teams regarding course content and material and ensure all course material is prepared and available to students. Create and maintain a conducive adult learning environment for all participants. * As the subject matter expert, deliver ongoing training classes to existing call center agents for new products, services, customer service skills, program changes, and market launches. Participate in train the trainer sessions.

• Facilitate “nesting” component to the new hires during final week of training course when agents start taking live call interactions on various programs. Each new hire is paired with a veteran agent who supports the new agent in handling calls.
• Assists the quality department in any gaps of quality assurance and 360 degree feedback with the agents. If the trainer detects a negative quality trend, s/he will adjust the training material to improve performance results. As part of the 360 degree

feedback process, the trainer evaluates agent call performance and asks agentto provide feedback on his/her call experience. * Conduct training assessments and monitor and evaluate training programs and course content for effectiveness. Develop new and modify existing course programs, content and delivery methods, as needed. Participate in the review, evaluation and development of training delivery tools and systems. Lead or assist in pilot sessions and participate in train the trainer sessions.

• Perform other duties as assigned.

Minimum Education and/or Experience Requirements:

• Associate’s degree or equivalent from two-year college or technical school plus at least two years related experience; or at least four years related experience; or equivalent combination of education and experience.
• 2 years training facilitation/delivery experience
• 2 years call center experience preferred
• 1 year Coaching experience

Required Knowledge, Skills and Abilities:

• Strong presentation skills, including the ability to present information in a clear and concise manner in a group setting
• Ability to read and comprehend technical instructions, policies, and/or procedures to fully understand the program and contractual requirements
• Excellent teamwork skills
• Excellent computer skills, including Word, Excel, and PowerPoint
• Ability to react and adjust quickly in short timeframes
• Ability to build rapport with others at all levels of the organization
• Strong verbal communication skills
• Strong time management and organizational skills
• High energy, enthusiastic, motivational training style 
• Ability to motivate and engage class participants  
• Ability to interact and communicate effectively with diverse and multi-generational groups
• Knowledge of adult education theory
• Planning (Short Range)
• Travel is required at 20% of the time.

Solix, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Solix, Inc. also maintains a drug free workplace.

Job Types: Contract, Temporary

Pay: Up to $20.00 per hour

Schedule:

Experience:

• Training & development: 1 year (Required)
• Call center: 1 year (Required)

Work Location: Remote