Senior Trainer -Belize City/Belmopan

About Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology, we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Job Overview

The Senior Trainer is a highly experienced and skilled training professional who is responsible for designing, delivering, and evaluating trainers and training programs. They will perform all duties of a Trainer in addition to providing mentorship to Trainers and administrative support to the site training team. They will partner with the Operations Managers to identify knowledge and skill gaps, creating materials and workshops to help build agent confidence and success. They will also work hand in hand with the QA team to identify best practices and trends to be addressed in formal and informal training

Responsibilities:

• Provide a world class initial TBPO culture onboarding and training experience to all employees across functions, designed to build teamwork and loyalty to TBPO
• · Act as a point of contact for any training related activities, collaborating with other departments to coordinate resources and spaces
• · Mentor and coach other trainers and training staff
• · Keep accurate records of employee training and progress
• · Ensure strategic alignment of the training department with business goals
• · Partner with Recruiting Leadership to ensure readiness of training resources (training spaces, equipment, and collateral)
• · Measure effectiveness of training through skills assessments, practical application activities, focus groups and post training surveys to identify areas of focus
• · Partner with the learning team to continuously upgrade the new hire training experience to deliver world class results.
• · Manage the VCD, LMS, and TBPO assets and paths for new hires, ensuring everyone completes the badge requirements before moving forward
• · Develop teaching aids such as Quick Reference Guides, demonstration models, multimedia visual aids, and reference materials to impact diverse learning styles
• · Ensure a world class “Launch Pad” mentoring experience as new hires transition from the Program training classroom to production
• · Partner with Talent Development Specialists, OMs, and CSMs to identify agent skills gaps through all phases of new hire training; design and deliver ongoing Agent training solutions for soft skills development, acculturation and language skills
• · Support and partner with the learning team Design system and process training programs
• · As needed, support enterprise-wide Trainer Certification and Leadership Development training, participate in Train the Trainer sessions and facilitate basic leadership sessions for emerging leaders
• · Lead and participate in additional projects as needed.

Qualifications and Skills:

• Exceptional oral and written communication skills.
• · Exceptional presentation and platform skills.
• · Ability to manage multiple projects and prioritize accordingly.
• · Strong knowledge of customer service fundamentals
• · Excellent knowledge of Microsoft Excel, Word, and PowerPoint.
• · Ability to review calls, chats or emails and identify behaviors requiring remedial training and/or coaching.
• · The desire to grow and succeed professionally as a part of the TBPO team
• · Demonstrated experience creating reference or training materials a plus.
• Education/Experience:

• · Minimum 2 years BPO training preferred
• · Currently meeting (preferably exceeding) client goals/targets.
• · Not on any progressive corrective actions
• · Attendance in good standing
• · Must not currently be in a probationary state (>90 days tenure)