Trainer II
Core
Deliver client-focused training to new hires and support product updates to ensure workforce preparation and service delivery.
Role type
Mid-level corporate trainer (classroom and on-the-job)
Builds
Training programs and materials for call center agents
Domain
Customer service / Contact center operations
Deliverable
product features
Required skills
Adult learning techniques, classroom facilitation, curriculum development, performance metrics analysis, product knowledge retention, stakeholder communication
Preferred skills
Instructional design, change management, training needs analysis
Technologies
Microsoft Office, Computer-based training (CBT) platforms
Responsibilities
Monitor student progress and provide coaching in classroom settings, prepare and present training materials via demonstrations and activities, evaluate training program effectiveness using feedback methods, recommend curriculum modifications based on feedback, support agent transition to production environment, maintain product knowledge through client meetings and side-by-side observations
Seniority
Mid-level, individual contributor