Senior Trainer - Work from Home in Broomfield, CO at Startek

Date Posted: 11/11/2020

Job Snapshot

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Job Description

Position Summary: Develops and administers training programs for call center operations. Senior Trainer will work with assigned trainers as well as the manager to develop and administer training programs to ensure accurate and consistent training program deployment.  Provides coaching and development to ensure individual and team performance goals are met. Is a business partner to the Call Center Operations Leadership team in order to increase Agent and overall team and site performance, facilitating behavioral-based coaching through effective training quality measurement and calibration.  Accountable to meeting goals for Training team productivity and quality of work as well as demonstrating effective partnership with Call Center Operations for performance improvement of call center agents.  Acts as a partner and a resource by providing insights best practices and other information and trends to assist in the feedback and formal development process of individuals taking customer calls.  Remains current on training program(s) and job knowledge, as well as company and Customer Care policies, processes, and procedures and communicates changes and overall alignment of training program with Client and Enterprise strategy. 

Job Requirements

  • Supervise, coaches and develops team according to STARTEK Leadership formula. 

  • Sets and monitors team and team member qualitative and quantitative performance expectations and manages performance results. 

  • Supervises, coaches, develops Trainers through providing timely, constructive and actionable feedback.

  • Ensures all Training functions at site level are being completed efficiently and accurately

  • Ability to accurately self-assess performance and those of direct reports against the STARTEK performance standards.

  • Demonstrates competence in interviewing and selecting talent based on functional expertise and cultural fit. 

  • Trains Training team so that team members have the appropriate level of skills and knowledge to ensure the team is performing efficiently and effectively.

  • Schedules Training team to ensure full coverage in order to meet business needs.

  • Ensure policies and procedures are accurately maintained and kept current.

  • Supports call center as business partner through supervising the Training actions:

  • Establishes and maintains effective working relationships with all direct reports, business partners and customers.

  • Engages with team members across the organization and call center operations to communicate and ensure alignment of Training strategy with Enterprise strategy and enhance understanding of strategy beyond own functional area.

  • Quantifies and communicates progress toward goals (both Training related and overall agent performance against desired behaviors that drive business results) to own team, site leadership and all other stakeholders,

  • Promotes cross-functional teamwork and collaboration and seeks opportunity to apply personal and team skills to solve business problems.

  • Oversees and/or performs call center training activities.

  • Provides feedback to Training leadership and Site Director on results.

  • Prepares training reports for internal and external customers.

  • Assist in the design and development of other learning interventions in collaboration with the training manager, maintaining warehouse (documentation) on best practices on learning interventions.

  • Interprets Training Needs Analysis (TNA) results in statistical and qualitative measurements, identifies gaps, prepares reports and presents results.

  • Prepares and defines training objective, topics, course outlines, and methodology and participates in preparing strategic business plan.

  • Prepares Instructor’s Guide, slide presentations and participant manual.

  • Prepares and implements training evaluation plans to measure effectiveness of training.

  • Performs training administrative functions, document changes in training designs, maintain data base of training program participants, schedule class rooms and order and maintain training supplies.


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