Training Facilitator (19997)

Are you looking for a rewarding career? If so, take a leap now towards this fantastic opportunity to join a global business with amazing people!

MAKING LIVES BETTER, ONE CONNECTION AT A TIME

For over 60 years, Bill Gosling Outsourcing has been providing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. Come soar alongside our Goslings, our clients, and our shared customers in one glorious, honking flock!

WHAT YOU WILL DO:

The Facilitator provides a warm and welcoming environment to our new hires through facilitation of both corporate and client specific training. Leveraging their expertise, they are required to enhance the learning experience by design/develop/update training material including Computer-Based Training applicable to their portfolios. Aligning with our core value of Never Satisfied- actively participate in continuous improvement ideas and suggestions to their branch Manager, Learning and Development.

• Create presentation and training material involving the design, layout and content development for in-person, remote and Computer-Based Training modules.
• Facilitate classroom training with new hires
• Interact positively with members of all seniority across the business to help problem solve and foster our culture in a fast-paced environment where training is a value-added focus.
• Work with Subject Matter Experts, Management and others to create training objectives, material and content.
• Design and maintain training infrastructure including Workday learning Environment, SCORM-based training modules and SharePoint, and Articulate Suite. Experience with these tools are an asset to candidates
• Learn new knowledge, software and innovate while collaborating with others.
• Creating testing questions and designing systems and/or tools to measure and report on the effectiveness of training.
• Up to 20% of this position can include training team members on a variety of topics including applicable government regulations, Company strategies, systems, policies, procedures, practices, leadership, soft skills, software, train the trainer and more.
• Work with the global training team to help enhance their capabilities, champion best practices and support functional trainers as part of our vision of training as a Center of Excellence.
• Provide feedback on training experiences (i.e. collate and analyze data evaluating our efforts) and feedback on trainee performance (i.e. provide feedback on participants who are excelling, performing and/or struggling)
• Train new staff on applicable government regulations and Company strategies, systems, policies, procedures, and practices
• Review or delegate job specific training conducted by Managing Coach or appointed delegate who has the skills and ability required.
• Develop and implement new training methodologies, procedures, and materials
• Recommend deployment of new staff during the training process
• Complete random audits on client portfolios and recorded calls on specific agents and/or trace agents, and review results with the appropriate MC or senior management
• Assist the Managing Coach in completing file and performance reviews and conduct training and coaching
• Notify the appropriate MC or senior management of any malpractice by an agent or trace agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate
• Assist team members by answer questions and providing support on calls
• Champion company core values and other company programs
• Other duties as assigned

ABOUT YOU

• You have a minimum of 6 months’ experience in a Trainer position (would be valuable)
• You have demonstrated proficiency in MS Office
• You have a College Diploma or University Degree in a related field
• You have strong communication skills (written/oral) as well as presentation to members of management as required
• You have experience with facilitation and content development
• You demonstrate teamwork, open communication and the ability to give and receive constructive feedback.
• You are never satisfied and demonstrate a winning attitude striving for success and productivity
• You take initiative to share or apply best practices in order to improve personal performance and customer experience
• You are fun and energetic and are engaged at all levels
• You are creative and innovative in your approach and always look for better ways to get things done

WHY WORK WITH US

• Health & Dental Benefits available after initial waiting period
• Equipment will be provided by us
• Amazing work culture where you can learn and grow
• New office located directly off I-64 for easy commute and walking distance to 23 restaurants and over 70 retail stores. It is also 15 minutes from the Atlantic Ocean with miles of shoreline and breathtaking views
• Vibrant arts community, distinctive festivals and a rich history
• Close by attractions such as Fort Monroe national monument, Virginia Air and Space Center, NASA, Hampton History Museum, Hampton University, Hampton Coliseum

WHO ARE WE

Bill Gosling Outsourcing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.

WHERE ARE WE

We have offices across the Globe – North America (Newmarket, Ontario; London, Ontario; Montreal, Quebec); USA (Richmond, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK – please visit our website for additional information

CHECK US OUT FOR YOURSELF

Instagram: @bgocareers

Facebook & LinkedIn: @BillGoslingOutsourcingPH

Website – https://www.billgosling.com/careersing Coach Operations

Job Type: Full-time

Salary: $35,000.00 - $38,000.00 per year

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Hampton, VA 23666