Job Description

The Communications and Culture Trainer acts as internal coach in engaging the organization to improve both the employee and customer experience. The Trainer will embody excellence in communication, professional development, and customer service.
As CCT, you will be responsible for determining stakeholder needs, providing effective campaign strategy, delivery of training sessions and materials, and evaluating the success of the project.
The role is a vital position in the implementation and deployment of innovation strategy to improve customer journey- ensuring delivery of consistent, and exceptional experiences for every customer.
Responsibilities:

• Evaluate skillset of employees across Monitoring Center Operations. Collaborate and provide guidance to stakeholders to properly assess training needs.
• Create innovative, engaging, and effective instructional materials with a focus on helping employee adopt behavior standards and embrace new processes to complete their daily tasks/responsibilities.
• Lead the development of the training for communication and soft skills (critical thinking, time management, etc.).
• Creation of remediation training sessions for employees on conditional pass.
• Providing feedback to employees and collaborate with Team Coaches to pursue development of employees.
• Ensure that agents adhere to the certification process and guide them through required levels.
• Facilitate cross functional trainings to unify efforts and enable understanding of how each role has an important part to play in driving total results and creating an exceptional customer experience
• Participate in calibration sessions with Quality Team and Learning & Development Team to provide input for curriculum revision.

• Bachelor's Degree in Business, Communications, or related field.
• At least 3 years of demonstrated experience in Training and Development, Facilitation/ Coaching, and Project Management.
• Proven experience in training methodologies.
• Communications Training Certification preferred.
• Good working knowledge of productivity tools such as MS Office Applications.