Customer Support Trainer

Job Description:     Effectively deliver and facilitate adult e-learning and classroom technical training to ensure superior agent and client performance

Key Objectives:

• Plan, schedule, create and execute all training activities
• Instruct new-hire and recurrent training
• Design, develop and update training course materials
• Develop training objectives, curriculums, lesson plans and manuals

• Deliver internal & external training sessions for Customer Support Representatives and other staff

• Continuously review and revise existing course material and other supporting documentation
• Transform complex technical information into effective learning modules by applying adult learning theories
• Work extensively with subject matter experts to develop content
• Write, design and develop training courses, job aids, and learning documents
• Evaluate the effectiveness of training and development programs utilizing relevant evaluation data to review or recommend changes in instructional objectives and methods.
• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.

Position Requirements:

• Requires a bachelor’s degree in a related area and 2-4 years of experience in a customer service environment
• Must possess excellent organizational skills and be able to prioritize multiple projects and objectives in a rapidly changing environment
• Strong oral and written communication skills
• Must be able to articulate technical and user needs in a concise manner
• Prior experience in a call center or travel agency support helpful
• Willingness to travel if needed