Job Description

Job SummaryThe Trainer maximizes call center agent's effectiveness by ensuring agents have thorough knowledge of the processes and laws associated with the division they are instructing; products, services, program specific skills, troubleshooting, resolve problems, one call resolution and provide positive customer experience to ERC's client and customer base. The Trainer is responsible for the initial orientation and continual training of agents. The desired candidate will be responsible for delivering training modules and running classes of up to 25 people. The Trainer will test employees for readiness, learning new products and services and delivering the information by developing creative teaching techniques. The trainer will also work with Leadership ensuring they understand the training environment, have up to date reporting on training progress and identify current and ongoing training needs.

• Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek or need one-on-one assistance.
• Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with irate customers; creating a warm and positive experience for all customers
• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations and ongoing development.
• Engages in all program specific process including but not limited to process improvement, group and individual call observation, call quality calibration and mentoring activities.
• Thorough understanding of competition within industry, Regulatory requirements, technical support and new product development and launches
• Active Verbal communication in classroom environment, 8 to 9 hours each scheduled work day.
• Sitting and standing positions 8-9 hours each scheduled work day.
• Must be flexible with the ability and willingness to work late evenings, early mornings and weekends. Must be able to travel to other call centers and travel abroad.
• Support development of training plans and curriculum
• Performs all other duties as required

• Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire new hires.
• Operational knowledge of MS Office: Excel, Word and PowerPoint.
• Ability to develop training and methodology programs that are unique to ERC's goals, values and mission statement.
• Collections, customer sales and service training experience (minimum of 3 years in industry or related field).
• Ability to problem solve. Strong decision-making skills.
• Self-development skills.
• Ability to handle multiple projects and prioritize.
• Knowledgeable about existing and emerging training methods/tools.
• Coaching and mentoring experience.
• Comfortable with delivering corrective action.
• Strong verbal and written communication skills.
• Strong presentation skills.
• Able to multi-task effectively. High energy. Strong ability to build rapport and listen attentively to the needs of employees.
• Ability to develop employees through positive motivation and training
• 3+ years previous call center experience preferred.

• On-site parking
• Paid training
• Pay raise

• 8 hour shift

• 13th month salary
• Overtime pay