Contact Center Trainer
7 days ago
Overview:
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results.
FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission:
To create conditions within which people can thrive
The
Contact Center
Trainer is responsible for the training and development of call center personnel in the areas of client deliverables and expectations including product information, and customer service. The Trainer is expected to conduct training with emphasis on customer service, financial related programs and product knowledge.
Responsibilities:
- Deliver all types of training related to customer service, sales, and process knowledge
- Partner with clients in conducting TNA, designing and developing learning content
- Evaluate training results and identify opportunities
- Provide operational support by resolving learning gaps affecting performance
- Work on projects from endtoend project cycles, starting at project conceptualization to implementation, and revisions
Qualifications:
- Has a minimum of
(3+) years solid trainer experience who handled Financial Technology or Financial programs in the BPO/call center industry. - Excellent oral and written communication skills at all levels of the organization.
- Exceptional motivational, interpersonal and customer service skills;
- Demonstrated leadership skills.
- Demonstrate solid presentation and facilitation skills by having the ability to speak in front of medium to largesized groups
- Dependability regarding completion of assignments and attendance.
Knowledge of blended learning/e-learning best practices:
- Able to work with various stakeholders in the company to gather project requirements, clarify project specifications, review and approve project outcomes
- Can handle comments and feedback constructively
- Able to work independently and with teams
- Intermediate to advanced presentation and facilitation skills
- Has strong people management and project management skills
- Must be willing to work onsite
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