Associate Trainer, Customer Care

Job Description:Dimension & Scope: Effectively deliver and facilitate adult classroom training in support of client programs to ensure superior workforce preparation, specifically with front line representative level employees. The focus of this position is facilitation and delivery of program curriculum for new and existing agents. Principal Duties and Responsibilities: -Instruct new hire and continuing education program specific training. -Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques. -Complete daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner. -Monitor student progress for the duration of training, providing coaching and developmental feedback. -Provide input on new hire readiness. -Facilitate transition of students from training to work environment, ensuring competency levels are sufficient. -Responsible for day-to-day functional supervision of agents in training. -Adhere to developed classroom agenda/timelines and content flow. -Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and QD monitoring. -Strict adherence to the Convergys and TQID code of conduct. -Support and participate in continuous improvement initiatives, as applicable. -Maintain high level of professionalism in and out of the classroom. -Ensure effective, consistent communication with managers, peers, client representatives, subordinates, and other resource groups. -Other duties as required by business needs. -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. Education & Professional Certifications: -One to three years of training experience in a classroom/adult learning environment. (Call center agents with no actual training experience will not be considered at this time.) -Bachelor's Degree or some college preferred. Candidate Profile: -Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel, Powerpoint (but ability to get creative and use other presentations skills besides Powerpoint.) -Prior experience in customer service or call center environment. -Solid communication skills, both oral and written. -Must be very articulate. -Demonstrated ability to communicate effectively and professionally with internal and external associates- ability to command a classroom. -Demonstrated ability to work with a team. -Knowledge of general Convergys operating policies and procedures. -Ability to work a flexible schedule. (Training class hours/days can vary) -Occasional travel required (but not at this time.)-MUST have training experience (teaching to adult learners, and creating training material.) Environment, Physical & Other Requirements: NAJob Experience:Must be familiar with technical terms/equipment (no need to have certifications, or engineering experience. Just be familiar.)Must have training experience (in the adult learning environment.)MUST be able to have a flexible schedule, 24/7 365 (training classes vary.)Salary no higher than $38,000. No relocation assistance.Minimum Education Required: BachelorExpected Travel Time: None Contact Information: intConfig Email: Apply by Email