Trainer

The RSC (Regional Service Center) Training Specialist is responsible for developing the training and development programs for the North America RSC. The RSC Training Specialist will be responsible for co-writing and facilitating all RSC training content. The RSC Training Specialist must be able to effectively work within a team environment and serve as a direct consultant to the RSC Training Director in recommending specific performance improvement solutions that align with the business objectives of the RSC.  The RSC Training specialist will report directly to the Global Director of Training and Development, but have dotted line accountability to the North America RSC Director.

Essential Duties

• Facilitate and deliver all training content for RSC team members including one on one coaching and group training session.
• Communicate all processes and procedures effectively in a timely fashion.
• Presents ideas logically, and demonstrates strong and engaging presentation skills.
• Develop and implement ongoing training for Supervisors and team members.
• Work closely with the field and other corporate departments to pinpoint and develop training interventions.
• Pinpoint gaps in process that require a specific training interventions to alleviate the gap(s).
• Effectively communicate issues, opportunities and trends to the RSC Director with recommended actions/solutions.

Essential Skills and Abilities

• Highly motivated, disciplined, innovative & self sufficient.
• Experience and knowledge in the ADDIE model of design with specific and detailed examples of where the model has been implemented and to what affect.
• Able to create, deliver and implement training materials and content.
• Able to lead by example and guide others towards achieving both individual and team-oriented goals; can motivate others even in adverse situations.
• Able to respond quickly to changing demands, processes and updated information
• Excellent attitude, contagious behavior/energy.
• Excellent time management and ability to exercise independent judgment.
• Willingness to go beyond the job description to meet business goals.

Education and Hiring Criteria

• College degree in business management/organizational development or related field required.
• A minimum of 3-5 years experience as a training specialist. Prefer at least 2 years of that experience in a call centre support environment.