Trainer – Real-Time Operations at HCS Affiliates Group

• Our client is looking for a dynamic and highly skilled Operations Trainer to champion team development and continuous process improvement. In this role, you will bridge the gap between learning and operational excellence ensuring our frontline agents are thoroughly trained while optimizing daily workflows for maximum efficiency and impact. If you have a passion for adult learning and data-driven process optimization, this role is for you. 

What you will do: 

Training Program Development: 

• Design, develop, and implement comprehensive training programs for new hires and existing staff. 
• Create training materials, manuals, and e-learning modules.
• Conduct training sessions and workshops to enhance agent skills. 

Process Improvement: 

• Analyze current team processes and identify areas for improvement. 
• Develop and implement standard operating procedures (SOPs). 
• Monitor and evaluate the effectiveness of process changes and make necessary adjustments. 

Performance Monitoring: 

• Track and assess the performance of agents post-training. 
• Provide feedback and coaching to ensure continuous improvement  to new hires. 
• Collaborate with the Quality Analysts to align training with  performance goals, Compliance and Standards: 
• Ensure all training programs comply with company  standards and regulatory requirements. 
• Maintain up-to-date knowledge of best practices in the operations  and training. 

Team Collaboration: 

• Work closely with team leaders to identify training needs  and develop tailored programs. 
• Support team leaders in managing and developing their teams. 

Qualifications & Requirements

• Strong analytical and problem-solving abilities. 
• Ability to manage multiple projects and meet deadlines.
• Leadership and team-building skills. 
• Adaptability and a commitment to continuous improvement.  
• Proven experience in training and process management within a call  center environment. 
• Strong instructional design and training delivery skills. 
• Excellent organizational and communication skills. 
• Proficiency in training software and tools.