Eastwood | Trainer - Search Engine Optimization

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

Train and facilitate adult classroom training in support of client programs to ensure superior workforce preparation; specifically with front-line representative level employees (agents, advocates, representatives, support engineers). Training may be delivered in live classroom setting or virtually. Responsible for the delivery of training curriculum to various audience members within contact centers including agents, supervisors, managers or quality team members in the area of Sales, Service or Technical Support. During Agent Training Delivery, the Trainer delivers content, conducts monitoring and develops Sales and Customer Service staff in the contact center. Trainers may periodically complete raining curriculum to address identified training needs for agent group. This position requires a high degree of facilitation skill and the ability to travel and work flexible hours. The Trainer may also interface with the program client to provide feedback on content structure. Must relay complex material in an easy to understand, structured form to a larger class of students. Trainers maintain classroom space including application verification and are experts on the training environment, processes and tools.

Overall Responsibilities:

Delivers new Hire and Continuing Education Training to all agents assigned to program
Facilitates training utilizing a variety of delivery methods, including Instructor-led training, On-Line Facilitation and CBT – co-facilitation.
Attends all appropriate training meetings including internal/external account
Maintains awareness of training delivery calendar
Provides program specific training to support staff as needed.
Responsible for the delivery of both Majorel and program specific soft skill, sales and/or technical training
Maintains and verifies that review exercises are relevant; measures retention of new and tenured agents.
With the assistance of the Training Manager, creates assessments and procedures to measure success of conducted training
Administers and Analyzes Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
Maintains a professionally structured class environment according to established policies and procedures
Consults with internal customers and develops custom courses to meet specific business needs
Successfully Completes all required training including program specific, organizational and trainer development content
Ensures that all issues and requests for service are processed correctly and in a timely manner
Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
Refers issues accurately when issues are outside of support boundaries or when resolution cannot be confirmed
Demonstrates a strong customer service orientation and takes task ownership
Creates a positive impression of Majorel service and client, through words and actions
Able to answer incoming phone calls (and/or incoming e-mail) on the client’s customer support line, providing a high degree of professional assistance
Able to demonstrate calibration of interaction type
Conduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessary.
Manage and update knowledge resources accordingly.
Monitor student progress throughout duration of training, providing coaching and developmental feedback.
Facilitate transition of students from training to work environment, ensuring competency levels are sufficient.
Participate in training design sessions with course development team.
Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
Work closely with Instructional Designer or Training Manager to develop classroom delivery strategies including multi-media preparation.
Establish relationship with design team to learn design methodology and become familiar with learner and facilitator guide standards.
Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.
Develop classroom agendas, timelines and content flow as necessary to deliver effective training to students.
Complete daily tracking, including end of day course evaluations and trainee assessments.
Research product information for each account assigned by attending team meetings and periodic calibration sessions, side by side observations and call monitoring for training department purposes.
Provide support for technical, sales and systems training as required.
Summarize course evaluations for management review.
Ability to travel and schedule flexibility
Maintain updated course materials and course masters.
Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
Perform transaction monitoring for both New Hire and Tenured employees
Coaching for both New Hire and Tenured employees
Processing escalations received from the team as required
Processing emails received from the customer in the generic inbox as required
Process documentation

Requirements:

Excellent written and oral communication skills
Ability to gather and analyze data and make recommendations to manage growth and change
Experience in staff scheduling and management
Excellent knowledge of Microsoft Word, Access, Excel, e-mail system
Passion for crafting high quality learning experiences
Qualitative and quantitative analytical skills
Ability to maintain professionalism at all times, make decisions and work without supervision
Ability to successfully gather and analyze information to effectively diagnose the customer’s problem
Ability to develop effective solutions to difficult problems or situations.
Makes timely, practical, and cost-effective decisions, and facilitates others in doing so
Effectively selects the best option from a limited number of possible actions or standard options
Structures basic information accurately and draws informed conclusions
Is confident about his/her ability to contribute effectively
Takes responsibility for his/her actions, and willing accepts constructive criticism
Strong mentoring skills, presentation and team building skills
English Proficiency & Comprehension (spoken and written)
Bi-lingual skills as required
Excellent communication skills: verbal, written, listening
Ability to gauge user ability and modify delivery skills accordingly
Pass course assessment/test within the client account training tool prior to delivery of the training to New Hire agents
Two or more years’ experience as a contact (call) center trainer
University degree or equivalent work experience
Successfully completed form Train-The-Trainer Program or Certification, desired
Relevant experience with specific client program or client’s industry, preferred