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Program Trainer

Location:Troy, MI
Salary Range:$33,000 + Bonus Potential
Exempt/Non-Exempt:Exempt
Benefits:Medical, Dental, Vision, 401K, Life
Employment Type:Full Time
Description:The CS Trainer will be required to support training and development objectives; assist with performing needs assessments to assure that training fulfills operational needs, objectives, and relevant compliance standards. Assists with defining training plans to meet short and long term goals, assists in coordinating pre/post graduation learning process for new hires, creates a positive training and learning environment.

Primary activity will be to assist the lead trainer(s) with managing the GreatCall training program. Trainer will also have shared training responsibilities with other programs when requested. The CS Trainer will be required to deliver presentations and training in formal and informal settings and therefore needs superior command of instructional methods and techniques. The CS Trainer will also need to have superior skills in creating training documents and PowerPoint presentations. Job will require work with internal customers as well as outside partners in regards to program implementation.
Duties:• Monitor and evaluate all new hire CSR’s (post graduation) to ensure seamless transition to production workforce.
• Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors or customer representatives.
• Assist in developing alternative training methods if expected improvements are not seen.
• Present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, and WebEx sessions.
• Monitor recorded and live phone calls of new CSR’s for immediate coaching/feedback.
• Responsible for first week post graduation new hire development including nesting scheduling.
• Coordinate scheduling to ensure training room/venues, equipment, materials and other resource requirements are available and in functional condition for all trainings.
• Prepare, edit, and coordinate training curriculum and support materials to assure effective, efficient classroom facilitation.
• Recording all staff and student training attendance/progress.
Qualifications:Education/Knowledge:

• Must have at least 1 year of classroom training experience or equivalent.
• Must complete the four week GreatCall Customer Service Training with a cumulative score of 90% or higher.
• Broad understanding and knowledge of the GreatCall program and culture.
• High school diploma or GED required, some college preferred
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and instruct via written, oral, and visual media.
• Cumulative quality scores for the last 6 months must be at least 90%.
• Experienced in communicating with Supervisors, Peers, or Subordinates — providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.


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