Training Coordinator

At Colibri Group, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork, and Curiosity.  These values guide our interactions with each other, our customers, and the community.
Position Overview:As a Call Center Trainer, you will be responsible for designing, developing, and delivering comprehensive training programs for new and existing call center employees. Your primary goal will be to ensure that our representatives are equipped with the necessary skills, knowledge, and tools to provide outstanding customer service and achieve performance targets.

What You'll Do

• Design and develop training materials, including presentations, manuals, and multimedia visual aids.
• Collaborate with department heads to identify training needs and tailor programs accordingly.
• Update training content regularly to reflect changes in policies, procedures, and best practices.
• Conduct orientation sessions for new employees, introducing them to company policies, systems, and culture.
• Deliver comprehensive product and service training to ensure new hires are proficient in handling customer inquiries.
• Provide ongoing coaching and feedback to call center agents to improve their communication, problem-solving, and customer interaction skills.
• Organize role-playing exercises and simulations to practice real-life scenarios and enhance performance.
• Work with our quality team who monitor interactions to assess agent performance and adherence to quality standards.
• Identify areas for improvement and develop targeted training initiatives to address gaps.
• Conduct regular assessments and evaluations to measure the effectiveness of training programs.
• Analyze performance metrics and provide reports to management with recommendations for improvement.
• Stay updated on industry trends, best practices, and technology advancements to incorporate into training programs.
• Develop and implement training modules focused on cultivating a world-class customer experience, emphasizing relationship-building and soft skills enhancement.
• Train staff on techniques to effectively engage with customers, empathize with their needs, and resolve issues with professionalism and efficiency.
• Utilize advanced technology tools and platforms to enhance training materials and delivery methods, ensuring engaging and interactive learning experiences.
• Incorporate innovative solutions to streamline training processes and optimize the utilization of training resources.

What You'll Need to Succeed

• Proven experience as a trainer or facilitator, preferably in a call center environment.
• Excellent communication and presentation skills, with the ability to engage and motivate learners.
• Strong understanding of adult learning principles and training methodologies.
• Proficiency in Microsoft Office Suite and training software/tools.
• Ability to multitask, prioritize, and work in a fast-paced environment.

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today! Colibri Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Colibri Group prohibits discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.