Licensed Trainer/Hybrid Team Lead
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US
Company:
Everise is a global experience company focused on elevating customer experiences through diversity and innovation.
Summary:
The Licensed Trainer/Hybrid Team Lead will deliver training and ensure the ongoing development of new hires within Everise. Candidates should have prior experience in customer service and be proficient in communication and Microsoft Office applications.
Requirements:
Credentials: High School diploma or equivalent
Experience: A minimum of six months with Everise or a customer service or related industry.
Job Description:
• Complete and pass Everise New Trainer Onboarding and Client Certification requirements.
• Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
• Deliver new hire or upskilling in virtual or brick and mortar facility
• Maintain a throughput rate of 85% graduates per training class
• Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials.
• Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera.
• Prepare lesson plans and course agenda for each training class, per client mandated training.
• Conduct proficiency evaluations and certify Champions for the programs to which they are assigned.
• In conjunction with Operations and Quality, work together in the continued development of Champions to reach optimal performance.
• Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.
• Adherence and accountability of training standard operating procedures, processes and trainer scorecard.
• While not actively training a class, the Trainer Level 1 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer.
Qualifications:
• A minimum of six months with Everise or a customer service or related industry.
• High School diploma or equivalent.
• Ability to build rapport in an online virtual environment
• Excellent oral and written communication skills at all levels of the organization.
• Demonstrated presentation and facilitation skills.
• Proficiency in Microsoft Office applications including PowerPoint and Word.
• Ability to work any shift x 7 days a week
• Ability to understand Standard Operating Procedures and when to ask for guidance
• Ability to adapt and implement changes on the fly
• Outgoing personality
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
