Process Trainer

Role & responsibilities

We are seeking a highly motivated and experienced Process Trainer to join our dynamic team, supporting our North America Voice Customer and Technical ISP business. The successful candidate will be responsible for designing, delivering, and evaluating training programs that equip our customer service and technical support agents with the knowledge and skills necessary to provide exceptional service. This role requires a deep understanding of customer service best practices, technical support processes, and a passion for adult learning.

• Minimum of 1 year of experience in a training role within a call center or customer service environment.

Proven experience supporting a voice customer service and/or technical support operation

• Develop and deliver engaging and effective training programs for new and existing customer service and technical support agents, focusing on voice interactions.
• Cover a wide range of topics including product knowledge, customer service soft skills, technical troubleshooting, ISP processes, and system navigation.
• Create comprehensive training materials, including presentations, job aids, quick reference guides, and e-learning modules.
• Conduct needs assessments to identify training gaps and recommend appropriate solutions.
• Evaluate the effectiveness of training programs through assessments, observation, and feedback, making adjustments as needed.
• Provide one-on-one coaching and mentoring to agents, offering constructive feedback and support.
• Stay up-to-date with industry trends, product updates, and process changes to ensure training content is current and relevant.
• Collaborate with operations managers, quality assurance, and other stakeholders to ensure training aligns with business objectives.

Maintain accurate training records and report on training metrics

Preferred candidate profile