Customer Service and Operations Trainer

ESSENTIAL FUNCTIONS


* Maintains confidentiality of CDS Global and its clients’ proprietary information.


* Maintains working knowledge of assigned department(s) and essential functions of production positions in assigned department(s).


* Performs needs analysis and skills assessment


* Coordinates, schedules, and conducts training using a variety of instructional techniques.


* Develops, documents, organizes, and maintains training materials, including reference materials, job aids, procedures and processes.


* Instructs trainees in accordance with established departmental work procedures.


* Develops, maintains, and administers tools used to evaluate and measure employees’ progress and knowledge base.


* Analyzes development projects, sets appropriate timelines, organizes projects and implements development.


* Learns, comprehends, and trains employees on system enhancements and procedure changes.


* Evaluates training needs of new and/or existing clients and designs appropriate training materials for integration into CDS Global processing.


* Assists management with special projects.


* Provides assistance to managers and employees as needed.


* Train clients on procedures, systems, and processes.


* Treats colleagues with respect; communicates with honesty and transparency, candor and directness.


* Works in a cooperative and professional manner, with all levels of employees, vendors and/or clients in a team-oriented environment.


* Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.


* Reacts to changes and remains productive, e.g., changes in processes and procedures.


* Follows all CDS Global ergonomic and safety policies.

ADDITIONAL DUTIES AND RESPONSIBILITIES


* Performs additional duties as required or requested.


* May travel occasionally as required or requested.


* May work extended and/or flexible hours as required or requested.

EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING


* Associate’s degree or equivalent in training or related field such as business, education, or communication, or equivalent business work experience in training or CDS Global system experience in Customer Service or Operations.


* Three months or more of experience in Customer Service environment preferred.


* Three months or more training in Instructional Design and/or Training Evaluation preferred.


* Above average PC and MS Office knowledge/skills.


* Demonstrated experience designing, delivering and evaluating training programs.


* Proficient verbal and written English communication skills.

Experience conveying clear, concise information to others, using verbal, written, or other appropriate communication techniques.


* Experience using advanced math skills.


* Demonstrated initiative and ability to be self-directed.


* Demonstrated experience identifying an...