Flex Trainer - Within 50 miles of Fayetteville, NC
SYKES Fayetteville, North Carolina
flex trainer learning flex training cx team customer experience digital operational customer interactions calls facilitation
March 27, 2023
Fayetteville, North Carolina
About Foundever Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. About the Job: As a Flex Learning Apprentice, your job will be to assist with training classes when campaigns within Foundever have a need for new hires or up-training. When there isn't a need for classroom work, or on-the-job (transition) training support, your scope would extend to supporting one of our many campaigns by taking customer interactions: phone calls, emails, and chat. Upon promotion to Flex Learning Apprentice, a fixed wage increase above agent (base) pay will be applied as a result of being available to train based on the business need. This incentive and/or promotion may be reversed based on negative performance, as well as conduct and/or attendance related infractions. It may also be reversed based on business needs and/or organizational changes. Conversely, based on positive performance, availability, and business need, a Flex Learning Apprentice does have the potential to move into a permanent Learning Specialist Apprentice role. Subsequently, a Learning Specialist Apprentice qualifies for our Learning Specialist Growth Point program, granting eligibility to certify as a salaried Learning Specialist upon completion of the program. SUMMARY OF JOB RESPONSIBILITIES: Facilitation of New Hire and Up-Skill Curriculums. This includes an understanding of adult behaviors and learning styles, along with the Emotional Intelligence needed to supervise adults in a classroom environment. Tracking and Monitoring of Classroom Attendees' attendance, behavior, and client specific requirements using Foundever's Gradebook Template. Completing a series of administrative duties such as up-keeping a gradebook, upholding our GOS values/processes, managing corrective actions/terminations, and sending End of Day Reports to any team members that need visibility to Learning Performance. Availability to come in before or after your shift to report out on your classes' performance, at times this includes reporting directly to Foundever's clients in a professional manner. Excellent performance while performing assigned duties. Flex Trainers must show a mastery of product knowledge when taking customer interactions, or being assigned to train curriculum. A Flex Learning Apprentice must show adherence to Foundever attendance policies. Flex Learning Apprentice are leaned on to be a support figure when the campaign needs someone to take interactions, or train a class. This requires an individual that has less than 4 occurrences against their attendance. The role requires consistency and the ability to be at work during all assigned shifts. It may also require a client-specific certification in order to be eligible. Completion of Customer Service Interactions as needed throughout the year: Phones, Emails, and Chats. Flex Learning Apprentices may be required to be on Camera while they are training new hires or up-skill classes based on the campaign requirements. Candidates need to be willing and able to work on site. Candidates must be currently in the Licensed Claims Adjusters line of business at the Fishers site. Candidates must understand that when they are not in an active class, they will taking calls. KNOWLEDGE/ABILITIES/SKILLS: Strong facilitation, Problem-Solving, Research and Decision-Making Skills. Excellent Listening and Oral/Written Communication Skills. Strong Understanding of Computer Navigation and Basic Computer Terminology. Organizational and Time Management skills. Must Demonstrate Emotional Intelligence when Handling Difficult Situations in the Classroom. Good Judgment and the Ability to Express Thoughts Clearly and Simply. Ability to Work a Flexible Schedule, which May Require some Evenings or Weekends. An Ability to Utilize Virtual Training Spaces to Facilitate Curriculum: Adobe, WebEx, Zoom, and other Virtual Platforms. EXPERIENCE TARGET: At least 2 years of Customer Service or Technical Support Experience Coaching, Training, and/or Mentoring other associates, preferably in a Complex and Fast-Paced Call Center Environment. About Foundever Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
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