Training Intern

The Training Intern will be promoted into this position for a temporary short-term period (to be determined by business need) to assist with client training needs. While in this role you will be responsible for all aspects of classroom facilitation and training administration needs.
In this role you will:

• Prepares new Associates to be valuable employees through the Day Zero process and facilitation of New Hire Orientation, working collaboratively with the assigned HR Partner to ensure a positive and informative on-boarding experience.
• Facilitates classroom and refresher training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures
• Emphasizes and serves as a role model of the ResultsCX culture and our values to all trainees during the training period and beyond.
• Extracts/generates training reports such as Daily Engagement Journals which contains class attendance and performance records, as well as furnishing other training requirements as determined by the program or Account Training
• Determine progress and qualification of Call Center Agents for completion of training program and matriculation into Grad School program (and, where appropriate, termination from training program)
• Manages training classes data in RNET such as, but not limited to: (1) entering time records for classroom participants on a daily basis, (2) ensuring accurate payroll submission of hours through the daily hours approval process, and (3) uploading certification scores and graduation dates of classroom participants
• Follows training class to Grad School and assists Operations when not in class, for example continue coaching and reinforcement of training knowledge and skills, and our culture.
• Assists Operations to prepare and deliver training on the floor that will improve Associates' skills, knowledge, and performance
• Maintains Subject Matter Expertise for the program being handled by knowing up-to date products and services, policies, processes and procedures via QA forums, Gage R&R participation, and other available resources
• Provides feedback to the Training Manager/Site Director/Global Training leaders to identify gaps in training and other areas of opportunity
• Gathers, documents, and distributes clear information from updates received by Account Training and/or client
• Attends training meetings and responds to emails and phone calls as needed to ensure all program information is documented and updated
• Completes a minimum of four hours of phone time each month in order to remain proficient in call handling skills
• Upholds compliance to all internal (e.g., Dress Code and English Only Policies) and client policies inside and outside the training room through strong measures of accountability as well by exemplifying these expectations through their own behavior

We are looking for someone who has:

• The ability to assess individual engagement levels through active listening, targeted questioning techniques and real time observation of trainee behaviors
• The ability to effectively determine what each trainee has learned, adjust training techniques to meet individual needs and motivate trainees to develop new knowledge into skills
• The ability to create an environment conducive to practicing new behaviors and assess whether new skills are being formed from learned knowledge
• The ability to determine whether the expected skills will result in tangible results in operations, measured through speed to proficiency, metric performance, and agent retention
• Passion to uphold the values of The Results Companies through a service-oriented mindset and willingness to promote growth of self, colleagues, company, and client.
• Previous experience in classroom adult education, training and evaluation or the completion of the Results Associate Trainer Program.
• Consistent attendance and punctuality
• Excellent non-verbal and verbal communication skills - both oral and written
• Organized, innovative thinking to strategically solve problems
• Proficiency in using MS Office products (Word, Excel and PowerPoint)
• Strong interpersonal skills with the ability to perform effectively as member of a team
• Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
• The ability to work independently with minimal supervision, and in a team environment
• Strong attention to detail, follow-through and communication to relevant stakeholders as appropriate
• The ability to work in an office environment as well as in a virtual training environment on camera.
• The ability to work multiple shifts as required (with work week in-class possibly being 45-50 hours) and potential weekend work
• Completion of applicable client and internal onboarding and certification process
• Experience in designing and developing training material is preferred but not required.
• Experience in assisting with the development of training manuals, job aides, tests, and classroom exercises
• One to two years progressively responsible experience in a contact center environment
• The ability to travel if needed
• Certification as Associate Trainer
• A minimum of 4 hours handling calls for certified Client/LOB per month

About ResultsCX:

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry, we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.