Member Advocate Trainer

Job Type

Full-time

Description

The Member Advocate Trainer will work closely with the Member Advocate Supervisor to plan, develop and deliver training curriculum for our Member Advocate Center.

This role is responsible for maintaining and updating training programs that will maximize company resources by providing a motivational, comprehensive training program for all new and existing employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Work with Supervisor to design a full course curriculum to meet the departmental / company goals and to assure standardization, communication, calibration, and consistency.
• Support and conduct training programs for employees that support the Member Advocate Service Center through a variety of methods including classroom, webinar and one-on-one.
• Deliver trainings on a wide variety of topics including new client programs, ADG.net (proprietary software), phone dialer campaigns, and miscellaneous refresher courses.
• Continually updating training curriculum to keep employees engaged and motivated.
• May act as a lead to a team of agents by mentoring and coaching to ensure departmental goals and objectives are met. Monitor and report the effectiveness of training on employees during the orientation period and for career development.
• Attend and assist in departmental meetings and trainings.
• Work with other departments within the company that may impact any promotional event.
• Other administrative functions and assignments as assigned by management.
• Monitor calls and provide positive constructive feedback to employees.
• Test systems for glitches and errors, including websites, internet software, phone lines, and modules.
• Maintain a high level of knowledge / awareness in current business objectives.
• Continuous communication with Management, and other departments to schedule / coordinate training classes.
• Maintain a consistent training calendar and schedule with the Training Supervisor
• Organize all current and newly developed materials for easy access for staff.
• Work closely with the QA monitors to identify trends and areas of opportunity.
• Present information using a variety of techniques, including discussions, role playing, team exercises, games, and visual materials.
• Must be able to speak in front of a crowd, produce and understand training materials, work closely with individuals, and evaluate how well employees have learned.
• Provide Supervisor and Manager with trends and feedback to improve operations and efficiency.
• Other duties as assigned.

Requirements

• High school diploma required and a minimum 2 years' experience in a Contact Center environment
• 6 months of Training experience is required.
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Create and foster a positive team environment, and boost employee morale
• Strong customer service skills
• Ability to adapt, prioritize and stay organized in fast-paced, multi-tasking environment
• Accurate and efficient typing and data entry skills
• Ability to make judgment calls based on company and department rules, guidelines and standards
• Proficient in MS Word, Excel, Power Point and Outlook
• Ongoing reliability / good attendance is required
• Bilingual a plus but not required
• Excellent critical thinking and decision-making skills
• Exceptional written and verbal communication, presentation, and public speaking skills
• Encouraging to team and staff; able to mentor and lead
• Takes initiative and embraces efficiency
• Organized and able to create multiple timelines and schedules
• Open to some travel if needed

Salary Description

$20-25 / hour