Senior Trainer

hace 6 meses

Bogota, Colombia ContactPoint 360 A tiempo completo

**Who We Are**:
ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We’re Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand our work from home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re proud to provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.

**Who You Are**:
**Conditions**
- Basic Salary: 3.500.000 COP
- Bonifications: Up to 500.000 COP (operations results)
- Schedule: 47h per Week
- Days off: based on ops needs
- Work at home: Not available

**Profile**
- Strategic thinker and tactical implementer
- Should possess leadership abilities and skill, such as the ability to build teams and manage operational and organizational elements
- Ability to influence and motivate others
- Superior written and verbal communication skills
- Must have strong technical, people management, implementation, and process improvement skills.
- Proven ability to manage people, processes, and technology

**Job Requirements**
- Performance review: preparation MBR to review TOFs scores, nesting metrics, coaching observations, attendance
- To review the agendas and determine what changes are needed in content or length and present it back to leadership
- Time to proficient and analyze net throughput within New Hires (30, 60, and 90)
- Review performance impact in operations after refreshers, workshops, and cross-trainings during the first 2-3 weeks and report back to leadership.
- Oversee system maintenance and upgrade implementation, either client or internal system: to analyze AOI and report back to leadership.
- Monthly team meeting with trainers to motivate, recognize, and celebrate based on classes' performance
- Work on Trainers’ Development including:

- Coaching
- Skill transfer,
- Feedback on coaching observations,
- TOFs
- TSAT Responses Review
- Follow up on the CP credentials request and NH classes request e.g. cameras and headsets, building access, badges, parking
- Training Handoff to Ops which includes Nesting metrics, trainees' knowledge reception, strengths, AOO, actions taken, Ops suggestions, disciplinary actions taken
- New Trainer's onboarding process
- Daily Accounts Summary for Leadership

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