Education at Work (EAW) is a US-based provider of contact center and staffing services with a mission to help college students graduate with little to no debt and the skills they need to secure careers post-graduation. What makes us different is our workforce and workspace. Our workforce is comprised of talented college students and our secure, dedicated workspace can be found on a college campus. Unlike other BPO providers we are a non-profit. Our shareholders are our students and our mission is funded through serving our clients’ business needs.

The Trainer is responsible for training strategy, curriculum, and execution. This role ensures that the client’s training requirements are consistently met. This role is critical to ensure that students are prepared for their job responsibilities and understand the mission and purpose of their work.

· Prepare and deliver New Hire Training to all Education at Work students

· Prepare and deliver special topic training for Education at Work students upon client request

· Ensure that students successfully accomplish the required quality and satisfaction training

· Deliver reasonable side-by-side training to Education at Work students during the training sessions and during the regular work phases when deemed necessary in Education at Work’s reasonable judgment

· Give regular feedback to students in training about their training status

· Provide knowledge assessment to agent training participants after every training

· Work with client training resources to keep training material and concepts up-to-date. Escalate any issues with training material to client training department that potentially adversely impacts Education at Work performance

· Enhance and improve training and presentation skills constantly including interactive delivery methods

· Enhance and improve client process skills by working an agreed upon number of phone and email contacts monthly within client’s quality standards

· Position may require A.M. and P.M. flexibility, along with the potential to work weekend shifts and/or split shifts

· Bachelor’s degree preferred

· 2-3 years previous contact/call center experience preferred

· Knowledgeable about existing and emerging training methods/tools

· Knowledgeable of call center systems and performance statistics

· Coaching and mentoring experience

· Strong verbal and written communication skills, as well as presentation skills

· Able to multi-task effectively

· Strong PC skills in Word, Excel, and PowerPoint

· Experience in client communication, representing training and quality programs