Trainer Contractor for CSCClient is North America's leading distributor of maintenance, repair, and operating products and services. Our wide assortment, deep expertise, innovative technology solutions and unparalleled customer service keep customers' operations running and their people safe.
Position Details:
As a Contractor Learning Delivery Consultant (Trainer), you will bring creative learning solutions to life in delivery across small to large-scale multi-site training project deployments and training programs, new team member onboarding (across all levels), team member enrichment and skill building. These learning programs will improve results across important operational metrics, including First Contact Resolution, Average Handle Time, Customer Experience, and Team Member Engagement for our Customer Service Center. You will report to the Training Manager.
Major Responsibilities and Duties:- Facilitate training for Client's Customer Service Center (CSC) via a 7-week new hire onboarding program.
- Spend the first 4 days of the 7-week program onsite conducting in person training and assisting new CSC with transitioning to work from home to complete the remaining of the 7-week virtually.
- Review quality evaluations, conduct ride-along, and provide developmental feedback to learners, and progress to managers
- Improve current training programs based on classroom experience and feedback and by using performance data of prior class participants to determine training effectiveness, gaps and areas of opportunity for improvement
- Be a Training Expert for specific courses by participating in program development for delivery and content, conducting Train-the-Trainer sessions and supporting Trainers and Leaders in the delivery of courses
- Develop and educate teammates through peer-to-peer coaching and mentoring
- Maintain excellent knowledge of content and use of technology, maintain facilitation and delivery skills, and keep up-to-date on the latest trends in adult learning for effective deliver
Requirements:
Undergraduate degree in business, education, adult education, social sciences, organizational development or equivalent experience 3+ years of experience in related field Content delivery and maintenance experience required (formal or informal)
