The Contact Centre Trainer is responsible for facilitating training, coaching, and mentoring on an ongoing basis for new and existing employees. The incumbent will demonstrate a supportive attitude towards Leadership, Trainers, and Agents. Primary responsibilities of the Trainer will be to help deliver the curriculum and develop and support agents throughout training and mentorship. When training classes are not scheduled the Trainer may be required to assist the management team with special projects.
RESPONSIBILITIES AND DUTIES
- Work with Site Manager, OMs, TLs and Agents, to identify individual and team training requirements
- Train, coach, and mentor current Agents on an ongoing basis throughout training and mentorship
- Coach and mentor new agents
- Measure performance of team and individual agents and address performance concerns through Coaching to Extraordinary (C2E) coaching, teaching or corrective action
- Plan, coordinate and facilitate training in the sites, delivery including customer specific training, customer service training and other training required to meet company goals
- Design and develop curriculum for the