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Training Specialist

Req #: CNX00046914
Location: Hamilton, ON CA
Job Category: Training

Acting under limited supervision, the Training Specialist uses the Concentrix and client defined training processes for their role in planning, executing, and the overall administration of training to meet the day-to-day training requirements for a given site or program. The specific role of meeting the day to day training requirements would be led by the Team Leader of Training, where applicable. Training requirements include training for agent level and middle management employees. This role may require travel between contact centre locations. Candidate must be fully flexible for training shifts and weekends.

 

Responsibilities

  • Responsible for using the Concentrix and client defined training processes, procedures and tools (analysis, design, delivery, assessment and validation) in meeting the day to day training requirements of the site
  • Contributes to the local and corporate defined training processes through suggested additions, deletions or changes
  • Provides training solutions for agent level and middle management employees
  • Performs needs analysis for the purpose of identifying specific training requirements
  • Designs new curriculum and performs updates to existing curriculum as required
  • Delivers training and is responsible for monitoring, coaching, and evaluating participant progress
  • Responsible for scheduling, facility preparation, reporting etc. associated with training delivery
  • Performs program assessment for the purposes of assessing the success of participants and program
  • May be required to handle contacts to maintain subject matter expert level knowledge of site business
  • May be required to conduct some research on program data and information
  • Where applicable, coaches Agents during Nesting including: Facilitates pre-shift meetings, supervises agents during scheduled shifts, completes and hands off performance documentation to receiving Sales/Team Leader
  • Supports the recruitment, selection, development and coaching of designated trainers
  • In the absence of a Team Leader of Training, fulfills additional training responsibilities for the site
  • Other training duties as assigned

 

Education/Knowledge:
  • 2 year college degree or equivalent experience
 
Experience / Skill: 
  • Minimum 2 - 4 years of training experience.
  • Minimum 1 year Contact Centre experience.
  • Intermediate ability with MS Word, PowerPoint, and Excel.
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