Trainer

DatamanUSA is looking for a Trainer for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.

Job Details:
Job Title: Trainer
Location: Honolulu, HI
Duration: 12 months

Key Responsibilities:
*) Develop and deliver training on empathy, customer journeys, call handling, and navigation of Google CES CCaaS / CCAIP, ServiceNow, and approved knowledge tools.
*) Create role-based training materials, job aids, scripts, and simulation scenarios that reflect actual intake, triage, escalation, and documentation workflows.
*) Use quality findings, policy updates, and system changes to continuously update training content and reinforce service standards.
*) Support new hire onboarding, refresher training, and targeted remediation plans for agents, supervisors, and operational staff.
*) Develop and execute change management strategies, stakeholder analyses, impact assessments, communication plans, and readiness activities for technology and process changes.
*) Craft change messages, user communications, and adoption content related to Google CES CCaaS / CCAIP, ServiceNow, new workflows, and reporting changes.
*) Develop training materials, conduct workshops, and assess user readiness to ensure staff are prepared for new systems and operating procedures.
*) Survey staff, conduct interviews, and analyze feedback to identify resistance points and adoption barriers.
*) Use adoption and training metrics to measure success of change initiatives and recommend corrective actions.
*) Develop the enterprise training and change roadmap, including onboarding, role-based learning, communications, readiness checkpoints, and reinforcement plans.
*) Monitor adoption, training completion, and performance indicators tied to Google CES CCaaS / CCAIP, ServiceNow, and new operating procedures.
*) Provide coaching, stakeholder engagement, and support strategies to improve user confidence and reduce resistance.
*) Identify process and communication issues that affect adoption and coordinate remediation with project and operations management.
*) Establish and enforce training, support, and knowledge transition standards.

Required Qualifications:
*) Expertise in journey mapping, adult learning, curriculum development, and operational training design.
*) Ability to align team behaviors with customer experience strategies and train staff effectively on Google CES CCaaS / CCAIP, ServiceNow, and related Call Center technologies.
*) 3-5 years of experience in change management, project management, communications, or training delivery.
*) Strong verbal and written communication, proficiency in Microsoft Office, project coordination skills, and knowledge of OCM frameworks such as Prosci / ADKAR preferred.
*) Previous experience in a Call Center, training, or OCM environment preferred.