Job Purpose: The Trainer is responsible to plan, coordinate and conduct training for new and existing employees to build and maintain a capable, efficient and effective workforce that meets the organizational goals by using industry best practices for training development.
Job Duties: • Organizes training material to educate employees during the implementation process of strategic and standard techniques. • Assists with development and delivery of specific learning and evaluates training outcomes. • Conducts ongoing training to ensure consistent and complete understanding of the knowledge and skills required to report accurate and timely data collections. • Secures training space, classroom set-up, training resources, and collection and entry of training data. • Monitors progress of trainees and provide continuous support to improve knowledge and understanding to aid in job performance. • Maintains training materials to ensure that all staff are kept up-to-date with any policy, procedures and application changes that occur. • Assists in the evaluation of the effectiveness of training based upon formal and informal feedback from employees and customers. • Completes CSR observations to observe trends and make recommendations for changes in scripting and training. • Completes peer audits to share best practice.
Job Requirements: • Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training or equivalent military experience required. • Must be able to read and speak English clearly, professionally and fluently. • PC Proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint. • Ability to motivate and facilitate change and learning. • Strong problem solving and organizational skills. • Must be able to respond professionally to difficult or tense situations that may arise out of daily duties. • Ability to effectively prioritize and complete tasks within established contractual service levels required. • Excellent presentation and public speaking skills. • Promotes a positive team environment and employee participative culture. • Has solid understanding of company policy and procedures. • Professional demeanor and attitude. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.