Customer Service Agent Trainer

About the role

ibex is hiring a Trainer to plan, prepare and deliver training to its customer service agents. Training is delivered through classroom instruction in a learner-led environment, active techniques, small and large group activities and self-directed learning, so that new and existing employees can perform their required job duties. This is a full-time position.

Key responsibilities

• Deliver and facilitate classroom instruction, and coach and give constructive feedback to learners
• Handle attendance, adherence and behavioral issues, escalating to a manager or HR when needed
• Prioritize workload and complete reporting and administrative tasks during learner self-study or group exercises
• Run evaluation and testing to assess trainee performance
• Prepare the classroom, physical or virtual, including PC configuration, network, audio-visual equipment and supplies
• Train other trainers on facilitation skills and become a subject matter expert, possibly helping develop training materials
• Review course materials, manuals, job aids and quizzes for accuracy and recommend updates
• Provide training reports on classroom and individual agent progress, and review training programs for completeness

Required profile

• High school diploma or equivalent; an associate degree or equivalent from a two-year college or technical school preferred
• At least one year of experience in a call center environment
• Flexible schedule, able to train nights, days and weekends, and to cover another trainer as backup
• Strong leadership, communication and computer skills, and ability to escalate issues
• Willingness to work all shifts, overtime, holidays and emergency shifts

Required skills

• Advanced use of Microsoft Office, primarily Excel and PowerPoint
• Ability to troubleshoot basic technical issues
• Subject matter expertise for the current client