Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company 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.
Position Overview
The Associate Trainer is a high performing Associate who is being cultivated to become a Results Trainer as part of their succession plan. Associate Trainers will complete the necessarily program requirements and, after doing so, may be responsible as either co-facilitating or solo facilitating of New Hire Orientation as well as initial and ongoing client and internal skills training (as approved by Training Leadership). As an Associate leader and facilitator, Associate Trainers are also responsible for promoting the core values and culture for the company.
Duties and Responsibilities
- Develops necessary core training skills by completing the Associate Trainer "Go Green" program
- Develops necessary client training skills by completing the "Go Blue" client certification program
- Learns skills required to prepares new Associates to be valuable employees through the Day Zero process and facilitation of New Hire Orientation
- Learns to facilitate classroom and refresher training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures
- Develops skills necessary to extracts/generate training reports such as class attendance and performance records, as well as furnishing other training requirements as determined by the program or account operations
- Learns to determine progress and qualification of Associates for completion of training program and matriculation into Grad School program (and, where appropriate, termination from training program)
- Learns requirements and expectations of Grad School and assists the Grad School Dean on an as-needed basis
- Provides feedback to the Training Manager to identify gaps in training and other areas of opportunity
- Attends training meetings and responds to emails and phone calls to ensure all program information is documented and updated
- Maintains top performance and continues to develop leadership skills while executing Associate responsibilities
- Completes a minimum of four hours of phone time each month in order to remain proficient in call handling skills
- Upholds 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
Qualifications
- Minimum of 90 days Tenure
- Minimum of 30 days in Production
- Consistent attendance and punctuality
- Absence of any corrective actions in past 90 days
- Absence of any current and ongoing performance management plans (PIPs, IDPs)
- Passion to uphold the values of The Results Companies through a service-oriented mindset and willingness to promote growth for self, colleagues, company and client.
- Excellent non-verbal and verbal communication skills - both oral and written
- Displays organized, innovative thinking to strategically solve problems
- 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)
- Ability to work independently with minimal supervision, but also in a team environment
- Strong attention to detail
- Ability to work in a dynamic environment
Preferred:
- One to two years of experience in a contact center environment
- Previous experience in classroom adult education or training and evaluation
- Proficient in using MS Office products (Word, Excel and PowerPoint)
Physical Requirements:
- Frequent: Bending/stooping, reaching, lifting, carrying, repetitive motions, sitting, standing, walking.
- Occasional: Kneeling, pushing/pulling.
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability