Trainer - Orlando Onsite

Everise•Orlando, FL

7d•Onsite

About The Position

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! • Complete and pass Everise New Trainer Onboarding and Client Certification requirements. • Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures. • Deliver new hire or upskilling in virtual or brick and mortar facility • Maintain a throughput rate of 85% graduates per training class • Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials. • Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera. • Prepare lesson plans and course agenda for each training class, per client mandated training. • Conduct proficiency evaluations and certify Champions for the programs to which they are assigned. • In conjunction with Operations and Quality, work together in the continued development of Champions to reach optimal performance. • Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams. • Adherence and accountability of training standard operating procedures, processes and trainer scorecard. • While not actively training a class, the Trainer Level 1 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer. If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.

Requirements

A minimum of six months with Everise or a customer service or related industry.
High School diploma or equivalent.
Ability to build rapport in an online virtual environment
Excellent oral and written communication skills at all levels of the organization.
Demonstrated presentation and facilitation skills.
Proficiency in Microsoft Office applications including PowerPoint and Word.
Ability to work any shift x 7 days a week
Ability to understand Standard Operating Procedures and when to ask for guidance
Ability to adapt and implement changes on the fly
Outgoing personality

Responsibilities

Complete and pass Everise New Trainer Onboarding and Client Certification requirements.
Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
Deliver new hire or upskilling in virtual or brick and mortar facility
Maintain a throughput rate of 85% graduates per training class
Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials.
Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera.
Prepare lesson plans and course agenda for each training class, per client mandated training.
Conduct proficiency evaluations and certify Champions for the programs to which they are assigned.
In conjunction with Operations and Quality, work together in the continued development of Champions to reach optimal performance.
Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.
Adherence and accountability of training standard operating procedures, processes and trainer scorecard.
While not actively training a class, the Trainer Level 1 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer.