Trainer (India)

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace

***THIS POSITION IS ONSITE & IN CENTER DAILY.***

Training Specialist (Call Center Operations)

The Training Specialist is responsible for delivering new hire and ongoing job training to customer service associates on one or more of our client accounts.

Responsibilities:

• Working closely with Compass operations and the client, responsible for delivering new hire contact center associates to production with the skill sets and knowledge bases expected to meet service levels.
• Facilitate new hire and ongoing training using content that is either provided by the client or developed in-house.
• Responsible for ensuring learning resources align with program objectives and are used to consistently meet both quality and customer satisfaction.
• Lead continuous improvement efforts and make modifications to training as needed.
• Communicate relevant course changes as well as new materials and documentation updates.
• Connect with the operations team and the client to ensure course content and material is prepared, available, and easily accessible to students.
• Create and maintain a positive adult learning environment for all participants.
• As the subject matter expert, deliver ongoing training classes to existing associates for new products, services, customer service skills, program changes, and market launches.
• Facilitate and support a "nesting" component to new hire training – when associates start taking live call interactions on various programs.
• Assist the quality department in any gaps of quality assurance and ensure feedback is shared with all parties.
• Conduct training assessments and monitor and evaluate training programs and course content for effectiveness.
• Develop new and modify existing course programs, content and delivery methods, as needed.
• Participate in the review, evaluation and development of training delivery tools and systems.
• Lead or assist in pilot sessions and participate in "train the trainer" sessions as needed.
• Perform other duties as assigned.

Requirements and Characteristics:

• Must have a minimum of 3 years of training facilitation experience and/or title in a BPO setting.
• Must have handled Customer Service and Technical or IT campaigns and brands that included phone, chat and email channels.
• Strong verbal communication and presentation skills, with the ability to present information in a clear and concise manner in a group setting as well as skills to analyze, interpret, and address training needs.
• Ability to read and comprehend technical instructions, policies, and/or procedures to fully understand the program and contractual requirements.
• Excellent teamwork skills.
• Excellent computer skills, including Word, Excel, and PowerPoint.
• Flexible, with the ability to react and adjust quickly to changing priorities.
• Ability to build rapport with others at all levels of the organization.
• Strong time management and organizational skills.
• High energy, enthusiastic, and motivational training style.
• Ability to motivate and engage class participants.
• Ability to interact and communicate effectively with diverse and multi-generational groups.
• Knowledge of how to relate to different learning styles is helpful.

• Associate's degree or equivalent from a two-year college or technical school preferred

• At least five years of related training experience within a BPO setting (including phone support) is required

• Ability to prioritize and organize workflow and effectively change priorities and direction

• Strong written and verbal communication skills, including presentation/platform skills and solid facilitation skills

Availability:

• Full Time (40 hours a week) supporting clients in the United States (primarily Eastern Time Zone)
• Open availability preferred; schedule may include weekdays, weekends, nights, and holidays
• Must be willing to report onsite daily.

Qualifications and Physical Requirements:

• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing.
• Fluent in the English language - both written and verbal
• Ability to operate a computer/laptop and a headset.
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift).