The purpose of the Trainer is to oversee, develop and administer training programs, for both the client they represent and the employees that support the specified client brand. They assess training and development needs for the organization while helping individuals and groups to develop skills and knowledge. Their scope includes, but is not limited to, creating training manuals and materials, presenting training sessions, monitoring training for effectiveness, and ensuring that client expectations are met through employee competence within the aspect of learning and development.Minimum Skills Requirements:Modifies or creates course materials and training manuals to meet specific training needs by clientstandards.Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and moreDetermines training needs and requirements for an organization or group by meeting with managers, talking with employees, or administering surveysContinual review of existing training materials to determine appropriateness and relevance to client, products, promotions, etc.Presents in-person and online training sessionsMaintains and organizes LMS training courses for clients based on their standards and that of S2G.Schedules training sessions, organizes information technology and other equipment and manages course enrollmentMonitors training programs and manuals to ensure that they are effective and up-to-date and makes updates as necessaryLead, teach, onboard, and evaluate new trainersImplement Training KPIsWorks with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departmentsManages costs for all programs, productions, and publications in order to report to organization executives and clients regarding a return on investmentSpecializes in a particular industry and keeps current on the activities and needs of that industry by attending regular meetings, conferences, and seminarsMaintains an understanding of new educational and training techniques and methodsProvides training staff and executive management with daily, weekly, and monthly training reportsUndertakes other initiatives and projects as may be necessary to fulfill the companys obligations to its clients.Ensures consistent and accurate communication of updates to the major client team.Other duties as assignedPreferred:Prior contact center outsourcing experience.Previous leadership experience.Relationships:Maintains ongoing relationships with clients to provide sustained excellent customer service.Works with Support Services Group operations teams and client services, to ensure that Support Services Group is performing effectively and efficiently.Maintains relationship with the Contact Center Management Team regarding employee quality assurance evaluations, and areas of improvement regarding learning management.Note:The above listed are major responsibilities of this position. They are not intended to cover each aspect of the position as the scope and duties of a given position may change or be temporarily altered based on the business needs of the Company.
