We are seeking an experienced Trainer to join our rapidly growing team! If you bring dynamic energy to the table, thrive in an exceptionally face-paced environment, and have a passion for training, education & talent development, then this could be the best step yet in your career!

Working at Advanced Call Center Technologies (ACT,) is more than just a job. It’s an opportunity to join something bigger. As an employee-owned company, employees have a path to becoming shareholders and co-owners in the company. When you join ACT, you are taking control of your future and benefiting directly from our company’s success. You will be personally rewarded for your contributions as our company shares grow in value.

We offer\:

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  Opportunities to advance within
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  Flexible schedules
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  Fantastic Supervisors and a Positive environment
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  Healthcare and other benefits for you, your spouse, and/or children after 90 days
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  Employee Ownership Program – a company paid, long-term benefit
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  Paid time off and paid Holiday’s after 90 days

Position Summary

Under the general direction of the Director of Training & Quality, facilitates company and client training programs for current and new employees.

Nature and Scope

Position reports to the Manager, Training & Quality. Incumbent has routine contact with new hire employees, existing production employees, support staff, managers, and client representatives. Responsible for the instruction and delivery of the company’s and client’s training program curriculum to existing and new hire employees, with a focus on preparing new employees to be successful in their jobs through interactive and engaging facilitation. Directly supervises trainees in the training class and is responsible for developing and coaching employees throughout the learning lifecycle. Responsible for updating training plans, administering assessments, scorecards and performance metrics during training programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

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  Responsible for classroom set-up and maintenance of curriculum and program materials.
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  Training specialist is expected to become familiar with and become a subject matter expert (SME) in the business in order to demonstrate and ensure employees are proficient and effective in their jobs.
  
• Experience adapting to change and demonstrate flexibility to support corporate goals and initiatives.
  
• Experience delivering material/information to trainees and employees at varying levels; teach all aspects of programs according to the client guidelines.
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  Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions.
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  Leading a successful training group is about inspiring/engaging trainees using multiple learning tools that will motivate them and allows learning to flourish in your training environment.
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  Maintains class roster, weekly training reports to include knowledge checks, assessments and production reports.
  
• Completing certifications and owning the process required for the same, including the necessary reports needed by the Training Management Team.
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  Trainers should help to create a supportive learning environment for employees.
  
• Participates in calibrations with leaders and makes recommendations on learning plans when development is needed.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty independently while meeting both business and client performance metrics. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma/GED required
• Minimum of one year of related call center experience
• Demonstrates excellent organizational and time management skills
• Strong written and verbal communication skills
• Strong organizational and leadership skills.
• Ability to work well with others, manage resources wisely, and effectively communicate with individuals.

Preferred:

• Bachelor’s degree or equivalent combination of education and experience.
• Supervisor or training experience preferred.
• Financial experience preferred

Skills:

• Computer experience in a Windows and web-based environment.
• Experience using internet, word processing, spreadsheet and calendar software required. MS Word, Excel and Outlook experience preferred.
• Ability to speak effectively in front of groups of employees or customers.
• Ability to write and complete routine reports in various formats.