Job Description

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Overview
We are seeking a dynamic and experienced Technical Trainer to join our Frontier team. The ideal candidate will be responsible for designing and delivering training programs that enhance the technical skills of our employees and improve overall service quality. The Technical Trainer will play a crucial role in onboarding new hires and providing ongoing training to existing staff on various technical processes and customer handling skills.
Responsibilities
Develop and implement comprehensive training programs for new and existing employees on technical customer support.
Conduct engaging training sessions using a variety of instructional techniques, including hands-on demonstrations, group discussions, and e-learning modules.
Assess training needs through training needs analysis and consultations with management and employees to ensure programs meet organizational goals.
Create and maintain training materials, including manuals, job aids, and multimedia presentations.
Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, and make improvements as necessary.
Collaborate with subject matter experts and management to ensure alignment of training content with business objectives and industry standards.
Provide ongoing support and coaching to employees to reinforce learning and improve performance.
Stay up-to-date with industry trends and technological advancements to ensure training content is relevant and current.
Requirements
Minimum Qualifications:
Bachelor's degree.
Minimum 1 year of experience in Frontier program or 1.5 year of experience with Prodapt.
Strong technical skills and proficiency in contact center.
Excellent presentation and communication skills, with the ability to engage and motivate learners.
Experience developing training materials and using various training methodologies.
Ability to assess training needs and measure training effectiveness.
Preferred Skills:
Certification in Training and Development (e.g., CPLP, ATD).
Familiarity with learning management systems (LMS) and e-learning tools.
Knowledge of BPO processes and technologies.
Working Conditions:
Full-time position working in US shift.
Should be flexible with working hours, including rotational shifts and weekly offs.

Skills Required