Program Ready Trainer PRT

• At least 3-5 years of experience in a call center environment, with a minimum of 2 years in a training or coaching role.
• Previous experience creating training programs or delivering training to call center agents is highly preferred.
• Skills:
• Training and Development: Expertise in designing and delivering effective training programs tailored to call center staff. This includes onboarding new hires, continuous learning, and performance improvement programs.
• Communication: Strong verbal and written communication skills, with the ability to convey information in a clear, engaging, and accessible manner.
• Instructional Skills: Ability to develop engaging and informative training materials, such as manuals, handouts, presentations, and e-learning modules.
• Coaching: Ability to provide individual coaching, offer constructive feedback, and work with agents to improve their performance in real-time.
• Analytical Skills: Ability to assess training needs, evaluate the effectiveness of training programs, and analyze agent performance data to identify areas of improvement.
• Technical Proficiency: Comfortable with call center technologies, such as ACD systems, IVR, CRM software, and performance tracking tools.
• Excel Knowledge: Intermediate to advanced Excel skills for tracking training progress, agent performance, and reporting purposes.
• Flexibility: Ability to work flexible shifts, including evenings, weekends, and holidays, based on call center needs.
• Teamwork: Excellent interpersonal skills and the ability to work collaboratively with other departments to enhance the effectiveness of training initiatives.

Duties and Responsibilities:

• Designing and Delivering Training Programs:
• Create, develop, and deliver training programs for call center agents, ensuring that the content is relevant, engaging, and aligned with company objectives and industry best practices.
• Design comprehensive training materials, including course outlines, presentations, and assessment tools, to facilitate learning.
• Provide training on various topics, such as customer service skills, product knowledge, system usage, and company policies and procedures.
• Continuously update and improve training content to reflect new products, technologies, and customer service trends.
• Onboarding and New Hire Training:
• Lead the onboarding process for new hires, introducing them to company policies, culture, and operational procedures.
• Ensure new agents are well-prepared to perform their roles by delivering foundational training on call handling, CRM systems, and performance expectations.
• Conduct assessments to evaluate new hire progress and readiness to handle customer interactions.
• Ongoing Training and Development:
• Develop and implement ongoing training initiatives to ensure call center agents continually improve their skills and stay up-to-date with new tools, technologies, and industry best practices.
• Identify skill gaps in the team and create targeted training sessions to address performance deficiencies.
• Offer specialized coaching and training for agents who may be struggling to meet performance metrics or need additional support.
• Monitoring and Assessing Performance:
• Monitor agent performance through call audits, metrics analysis, and feedback from supervisors to assess training effectiveness.
• Use data-driven insights to identify areas where agents may need additional support or refinement in skills.
• Provide feedback and performance evaluations to agents, suggesting improvement strategies based on individual performance data.
• Creating a Learning Environment:
• Foster a positive, supportive learning environment where agents feel comfortable asking questions, engaging with training material, and developing their skills.
• Encourage continuous learning and self-improvement by creating a culture that values professional development.
• Collaboration with Call Center Leadership:
• Work closely with call center management and supervisors to ensure that training programs align with performance goals and operational needs.
• Collaborate with leadership to track training progress and ensure that the team meets key performance indicators (KPIs) and service level agreements (SLAs).
• Provide recommendations to management regarding agent development strategies, training needs, and program improvements.
• Tracking and Reporting:
• Maintain accurate records of training sessions, attendance, performance evaluations, and progress reports.
• Use Excel and other tools to track training outcomes, monitor agent progress, and generate reports for leadership review.
• Prepare and present regular training reports to management, highlighting key achievements, challenges, and areas for improvement.
• Adapting to New Technologies and Processes:
• Stay informed about new technologies, tools, and industry trends to ensure the training program remains relevant and impactful.
• Adapt training programs to accommodate new software, systems, and procedures within the call center environment.
• Provide training on system updates and new technology to ensure agents are always prepared to handle changes effectively.

Company Information:

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people; it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed, they’re essential.