Trainer

Job Title

Trainer

Position Overview

The Trainer reports to the Training Manager and will be responsible for developing and delivering a variety of best-in-class, comprehensive training programs to all levels of Center Operations. Position will be responsible for leading training classes, participating and informing all aspects of learning and performance development.

Responsibilities

Deliver training and development programs and workshops in virtual and classroom settings

Identify training and development needs through job analysis and regular consultation with business leaders

Work with content development team to build and enhance training and development programs based on company needs and business partner feedback, with a focus on continuous improvement

Work with the quality team to ensure training is in line with compliance initiatives, drive performance quality through scanning of new hire calls.

Monitor, review and evaluate the progress of trainees, providing feedback for performance development

Provide effective communication with new hire supervisors for corrective action and other employee relations concerns for new hires during the training period

Participate and support vendor training partner needs

Work as a change agent, adapting to rapid growth and fast-moving business initiatives

Use adult learning techniques to ensure training is successful

Responsible for reporting and analysis of training programs

Essential Functions

Essential Job Function - % of Time on Function

Instruct - 80

Review and suggest revisions for learning materials - 10

Collaborate with operations leadership - 10

Total - 100%

Job Requirements

Bachelor's degree or certification in a related field; or equivalent work experience

A minimum of 3 years of experience delivering training programs in a corporate environment; call center experience is highly desired

Ability to drive results and lead team to excellence

Excellent oral and written communication skills

Superior Presentation and facilitation skills

Strong classroom management skills

Strong analytical and strategic mindset

Ability to manage multiple priorities

Ability to work with minimal direction

Demonstrated success in navigating changing priorities

Strong knowledge of Microsoft Word, Excel, PowerPoint and Outlook

Knowledge of adult learning theory, creative training techniques and application

Up to 10% travel

High level of attention to detail

Exception time management and organizational skills

Good interpersonal, influencing and team building skills

Ability to manage multiple projects, prioritizing deliverables and meeting deadlines in a fast-paced environment

Ability to manage conflict and adapt to a changing environment

Instructional design experience a plus

In Return, We Offer

Competitive compensation

Career development and advancement opportunities

Casual attire throughout the week

Friendly, open and team oriented work atmosphere

Excellent benefits including generous medical, vision, dental and life & disability insurance

401(k) plan with a company match

Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Minimum Physical Requirements

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

HomeServe USA is an equal opportunity employer.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.