We expect greater of ourselves... What's Your Greater? Come find it at The Results Companies!
In this role you will:
• Prepare new Associates to be valuable employees through the Day Zero process and facilitation of New Hire Orientation
• Facilitate classroom and refresher training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures
• Extract / generate training reports such as class attendance and performance records, as well as furnishing other training requirements as determined by the program or Account Training
• Enter time records for classroom participants and ensures accurate payroll submission of hours through daily the daily hours approval process.
• Determine progress and qualification of Call Center Agents for completion of training program and matriculation into Grad School program (and, where appropriate, termination from training program)
• Follow training class to Grad School and assists the Grad School Dean when not in class
• Assist Grad School Dean to prepare and deliver training on the floor that will improve Associates' skills, knowledge, and performance
• Maintain Subject Matter Expertise for the program being handled by knowing up-to-date products and services, policies, processes, and procedures
• Provide feedback to the Training Manager/Site Director/Account Training/Learning & Development leaders to identify gaps in training and other areas of opportunity
• Gather documents and distribute clear information from updates received by Account Training and/or client
• Attend training meetings and responds to emails and phone calls as needed to ensure all program information is documented and updated
• Complete a minimum of four hours of phone time each month in order to remain proficiency in call handling skills
• Uphold compliance to all internal and client policies inside and outside the training room through strong measures of accountability as well by exemplifying these expectations through their own behavior
We are looking for someone who has:
• The ability to identify individual engagement levels through active listening, targeted questioning techniques and real time observation of trainee behaviors.
• The ability to effectively determine what each trainee has learned, adjust training techniques to meet individual needs and motivate trainees to develop new knowledge into skills.
• The ability to create an environment conducive to practicing new behaviors and assess whether new skills are being formed from learned knowledge.
• The Ability to determine whether the expected skills will result in tangible results in operations, measured through speed to proficiency, metric performance and agent retention
• Passion to uphold the values of The Results Companies through a service-oriented mindset and willingness to promote growth of self, colleagues, company and client.
• Previous experience in classroom adult education or training and evaluation or the completion of the Results Associate Trainer Program.
• Consistent attendance and punctuality
• Excellent non-verbal and verbal communication skills - both oral and written
• Displays organized, innovative thinking to strategically solve problems
• Proficient in using MS Office products (Word, Excel and PowerPoint)
• Strong interpersonal skills with the ability to perform effectively as member of a team
• Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
• The Ability to work independently with minimal supervision, but also in a team environment
• Strong attention to detail
• The Ability to work multiple shifts as required (with work week in-class possibly being 45-50 hours) and potential weekend work
• Completed applicable client and internal on-boarding and certification process
Why join The Results Companies' team?
• Employee Performance Incentives and Prizes
• Frequent Employee events, games, parties, and all-around fun in the workplace
• Healthcare Benefits - Medical, Dental, Vision, PTO & 401(K)
• Paid Training
• Discounts on Hotels, Car Rentals, Restaurants, Movie Tickets, Groceries, Child Care, and much more
• Opportunity to grow with The Results Companies if that's "Your Greater"
About The Results Companies:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, The Results Companies could be right for you!
The Results Companies is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability