Thing5, formerly Virtual Agent Services (VAS), is a leading provider of next generation voice and communication solutions to provide efficient, secure, and controlled operations. With contact center solutions ranging from customer care, sales, help desk, and telecommunication services, our company is growing and we invite you to submit your resume for this opportunity:

TRAINER

The Trainer oversees training for agents at the Moncton site, and provides coaching and mentoring to agents as required. Primary responsibilities will be to assess, define, develop and deliver training courses for agents at this site. When training classes are not scheduled the Trainer may be required to assist the management team with special projects.

KNOWLEDGE, SKILLS AND ABILITIES:

Core Competencies:

• Excellent presentation skills, with a focus on student centered learning
• Leadership ability
• Analytical thinker
• Collaborative team player
• Supportive attitude toward agents
• Strong focus on Customer Service and Sales
• Strong written and oral communication skills
• Ability to express thoughts clearly and simply
• Mature and responsible work ethic

Ability to:

• Analyze root cause of performance problems to determine if training is the correct solution
• Adapt a supportive team approach to developing agents to their full potential
• Initiate plans and meet deadlines
• Build supportive relationships with agents that help build a high performance team
• Understand learning objectives and deliver training to meet the objectives
• Apply the principles of adult learning to training development and delivery

Demonstrate above average skill in:

• Sales and Customer Service
• MS Word, to write and edit long documents including, styles, table of contents and sub documents
• MS Excel, for metric and costs analysis including formulas and advanced formatting techniques
• MS PowerPoint, to aid in the creation of pedagogically sound presentations to support training delivery

ESSENTIAL JOB RESPONSIBILITIES AND DUTIES:

• Work with Site Manager, Team Leads and Agents, to identify individual and team training requirements
• Coach and mentor all new and existing Agents on an ongoing basis
• Design and develop curriculum for the site to meet established objectives, including customer specific training, New Employee Orientation and other training required to meet company goals
• Plan, coordinate and facilitate site training delivery including customer specific training, New Employee Orientation, sales training, customer service training and other training required to meet company goals
• Gather and analyze participant feedback on training courses and make recommendations to improve the effectiveness of the training
• Maintain training records including attendance
• Liaison with IT team to ensure the training room computer equipment is in working order and all necessary hardware, software and connectivity is in place
• Take calls when not performing training duties
• Must be willing to travel
• Must possess or be willing to obtain a valid passport

We appreciate all applications; however, only those selected for an interview will be contacted.