Job Description

Purpose of the Position

Trainer I is considered an entry level learning and development position at CBE Companies.The individual in this role will be spending their time learning and developing their own skills as a trainer. Trainer I will focus more attention on training of internal employees with less of a focus on the client and development of training content. Trainer I is expected to focus on their delivery and how it drives retention of the training material.

Education and Experience Preferences

• Minimum 1-2 years in sales and/or collections (voice).
• Proven experience in:
• Objection Handling
• Negotiations (Payment plans, settlements, upselling/retention)
• KPI-driven environment (sales quota and conversion)
• Experience working with US-based clients/ direct communication style.
• Must be proficient in Word and Power Point, Excel knowledge a plus
• Excellent communication skills which would include making presentations in front of large groups of people as well as one-on-one coaching and developing
• Ability to multi-task effectively
• The ability to motivate and encourage new employees
• Must demonstrate the ability to manage large and small groups of people in a classroom environment
• Must have a self-motivated personality with the ability to transfer your energy and enthusiasm to large and small groups
• Strong desire to help others succeed both personally and professionally
• Drive for excellence and passion for continuous improvement
• Ability to travel to other branch locations if needed

Duties and Responsibilities

• Drive revenue outcome through training effectiveness
• Develop negotiations, objection handling and closing behaviors.
• Bridge training to production KPIs ( RPC, Conversion rate, PTP etc.)
• Conduct 1-5 week new-hire training for classes that range from 5 to 36 representatives
• Teach and educate new hires on the various systems used in the call center
• Coordinate and facilitate the bi-annual education and testing of the annual Privacy and Security Training and any client specific required trainings as needed.
• Implement policies and procedures in the training environment
• Develop sound practices in new employees to be used once they are released from the classroom
• Be a leader by example
• Review course material and recommend changes, additions or deletions to enhance the effectiveness of the program; update course materials as directed
• Facilitate course/event set-up, including preparation and production of course materials and evaluations; maintain appropriate attendance records and rosters
• Act as the supervisor for new hires while they are engaging in new hire training
• Mentor, coach, and evaluate new hires to ensure classroom training success
• Understand, encourage, and exhibit CBE’s Core Values; Leadership, Respect, Innovation, Continuous Improvement, and Integrity
• Be a role model and exhibit CBE’s Pledge to Ethical Excellence at all times.
• In addition to the responsibility of new hires and training classes, this position will, in some cases, supervise and direct one or two team captains/training assistants in leading, developing, and guiding them to assist efficiently with training classes
• Make recommended hiring decisions
• Make recommendation for termination or disciplinary action
• Approving or denying time off during training
• Completing training performance reviews
• Suggestions for transfers opportunity
• Assigning work duties outside of training
• Change workload priorities
• The Company reserves the right to change or assign other duties to this position as appropriate.
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Must be able to remain in a stationary seated position up to 85% of the work shift.
  • Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
  • Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
  • Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.