Job Description

Role Definition

The role of a trainer is to develop a competency and skill sets in an individual to perform his/her effectively and efficiently in the work place. The trainer should communicate to the trainees about what is expected out of training in a simple and professional way.

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Roles and Responsibilities

• Demonstrated complete mastery of all FBB policies, procedures, SOPs, and training requirements, including upsell and cross-sell techniques, with the ability to coach and transfer knowledge effectively.
•  Assign appropriate pre-study work, as defined by client and individual training organization.
• Consistently and thoroughly complete required tracking and reporting tasks.
• Communicate “Trainee at Risk” updates to the Training Manager (attendance, assessment scores, success factors, activity results, etc.).
• Conduct outlier, Vitality, and ad hoc client/process-related trainings.
• Support service levels by being productive whenever required.
• Deliver training to new and existing team members on SOPs.
• Collaborate with cross-functional teams to design and develop new training content.
• Monitor calls (both recorded and live) for Soft Skills, Process, and Compliance parameters.
• Provide targeted coaching and feedback to enhance agent performance.
• Analyze audit, compliance, communication, and process-related data to prepare and implement actionable improvement plans.
• Keep advisors on the floor updated on new process changes, updates, and improvement initiatives. (If “Floor Advisors” refers to peer mentors or floor support staff, consider clarifying this role distinction in the job description.)
• Attend all calibration calls and monthly touch-base sessions with the Program Trainer.

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Essential Hiring Skills

• Monitoring and reporting on the effectiveness of training programs and implementing remediation programs.
• Completes certification courses prior to conducting first training session.
• Adheres to Agent and/or Representative training schedule and curriculum.
• Delivers training assessments to trainees.
• Train the New entrants on Process & Product knowledge.
• Analyze the Coaching / Training needs of the new entrants & support them in delivery.
• Conduct refresher/remedial training
• Support floor Training Initiatives: Resolution & Communication /Vitality Training.

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Qualifications

• Bachelor's Degree
• 2-4 years overall experience 
• 6 months - 1 year experience as Trainer in contact center