Associate Trainer

Dimension & Scope: Effectively deliver and facilitate adult classroom training in support of client programs to ensure superior workforce preparation specifically with front line representative level employees. The focus of this position is facilitation and delivery of program curriculum for new and existing agents. Principal Duties and Responsibilities: Instruct new hire and continuing education program specific training. Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques. Complete daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner. Monitor student progress for the duration of training, providing coaching and developmental feedback. Provide input on new hire readiness. Facilitate transition of students from training to work environment, ensuring competency levels are sufficient.  Responsible for day-to-day functional supervision of agents in training. Adhere to developed classroom agenda/timelines and content flow.  Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and QD monitoring.  Strict adherence to the Convergys and TQID code of conduct.  Support and participate in continuous improvement initiatives, as applicable.  Maintain high level of professionalism in and out of the classroom.  Ensure effective, consistent communication with managers, peers, client representatives, subordinates, and other resource groups.  Other duties as required by business needs.  Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Education & Professional Certifications: Bachelor’s degree in related field from a four-year college or university with zero to three years related experience; or equivalent combination of education and experience. Candidate Profile: Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.  Prior experience in customer service or call center environment.  Solid communication skills, both oral and written.  Demonstrated ability to communicate effectively and professionally with internal and external associates.  Demonstrated ability to work with a team.  Knowledge of general Convergys operating policies and procedures. Ability to work a flexible schedule.  Occasional travel may be required. Contact Information: Convergys Email: Apply by Email