The CCA Trainer works with Operations Managers, Supervisors and is responsible for the execution of associate on-boarding programs, providing a welcoming, exciting, and engaging new hire experience. The CCA Trainer constantly improves the long-term capabilities of the area to which he/she is assigned. The ideal candidate will measure production quality and quantity and applies learning tools to improve both. The CCA Trainer maintains expert-level knowledge in production departments; evaluates and improves processes within work areas; refines learning tools and techniques across the team; assists in measuring the effectiveness of learning; measures impact of his/her development efforts; improves Associates' job-related skills; develops, maintains, and applies learning tools (methods, checklists and skill building agreements) to encourage Associate development. Supports the updating of SOPs and SOP certification of Associates and managers; assists in driving success of peak and non-peak training plans. Interested candidates should demonstrate the following competencies:
Excellent communication skills
Experience with Curriculum design and development.
Comfortable speaking in front of a group and one-on-one
Able to give and receive feedback effectively.
Drives learning success by checking for understanding (able to recognize when a group or individual is lost and needs more attention)
Ability to follow up.
Always meets time commitments and deadlines, is goal oriented.
Provides Leadership with insights and progress updates.
Proven people skills - ability to work well with others.
Works hard for the success of others, constantly remains "customer obsessed."
Demonstrates a positive "can do" demeanor and has fun and gains energy from working with others.
Is an active listener.
Is a technical expert.
Demonstrated ability to consistently function at 100% of expectations.
Understands upstream and downstream impacts.
Is able to use resources to expand knowledge and can answer tough questions.
Key job responsibilities
Lead training and/or start of shift meetings for a group of 20+ Associates.
Maintain expert-level knowledge in HOA.
Evaluate and improve processes within work areas.
Refine learning tools and techniques across the organization.
Assist in measuring the effectiveness of training.
Develop, maintain, and apply learning to encourage Associate development.
Drive operational mechanisms to ensure an exceptional and reliable on-boarding experience.
Execute a consistent, best-in-class new hire experience in a rapid and complex changing work environment.
Use a hands-on-approach to facilitate Associate on-boarding curriculum that engages and excites newly hired employees in a welcoming and supportive environment.
Support the updating of SOPs and SOP certification of Associates and managers. Giving and receiving effective feedback.
During non-classroom time, trainer will conduct audits of calls and cases for compliance to process and to identify training gaps.
Share knowledge gather to adjust initial new hire training or to continuation training.
Education and Experience
1+ years' experience working with computers and Microsoft Office (Outlook, Word, Excel)
1+ years' experience delivering training in face-to-face settings as well as online and remote settings.
Able to lift to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach.
High School or equivalent diploma
Work 40 hours/week, and overtime as required.
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
Preferred Qualifications
Prior training, teaching, or presentation experience to include experience facilitating training using various training modalities.
Previous experience as a Trainer
Willingness to work different shifts.
Shift hours for this position may be different from the standard production shifts.
Willingness to work in different areas as required by training needs.
Excellent attendance!
Understanding of customer satisfaction principles.
Candidates must be organized and able to handle multiple and changing projects/priorities.
Willingness to participate in and support the Operational Excellence initiatives