Job Description Summary

The Trainer Level 2 is responsible for the training and development of contact center personnel in the areas of client deliverables and expectations including product information, sales and customer service.
Note: This position requires one year Training experience and/or one year Supervisor experience; could be a hybrid role.

Must be located in or willing to travel to the site location 9919 E State Route 350, Raytown, MO 64133.

• Complete and pass Everise New Trainer Onboarding and Client Certification requirements.
• 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 throughput rate of 85% graduates per training class
• Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials.
• Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera.
• Prepare lesson plans and course agenda for each training class, per client mandated training.
• Conduct proficiency evaluations and certify Champions for the programs to which they are assigned.
• In conjunction with Operations and Quality, work together in the continued development of Champions 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 standard operating procedures, processes and trainer scorecard.
• While not actively training a class, the Trainer Level 2 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer.
• While not actively training a class, the Trainer Level 2 could move into a Supervisor role with Operations if hired into a Hybrid role. This change in job role could lead to a schedule change in Operations.

Qualifications:

• A minimum of one year experience Training with Everise or other BPO or one year experience as a Supervisor with Everise or other BPO.
• High School diploma or equivalent. College degree preferred.
• 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 understand Standard Operating Procedures and when to ask for guidance.
• Ability to adapt and implement changes on the fly
• Outgoing personality

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Training within a BPO: 1 year (Preferred)
• Supervisor within a BPO: 1 year (Preferred)

Work Location: In person