Are you a highly experienced and passionate learning and development professional with a proven track record of success in designing, delivering, and evaluating impactful training programs within a fast-paced contact center environment? Do you possess a deep understanding of adult learning principles and a knack for transforming complex technical information into engaging learning experiences?
We are seeking a dynamic and innovative Senior Trainer to join our Operations team, where you will play a critical role in elevating the skills and performance of our contact center agents globally. This role requires a strategic thinker with exceptional facilitation and coaching abilities, a strong analytical mindset, and a passion for driving continuous improvement in training programs. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at our Equifax Atlanta office for a minimum of three days a week or more dependent upon training schedule.
What You'll Do
Lead Training Program Deployment: Deliver engaging and impactful training programs for contact center agents and trainers, focusing on technical skills development (CRM systems, telephony platforms), product knowledge, and customer service excellence with occasional design and development of training materials.
Mentor and Coach Trainers: Lead virtual observations of trainers across our global locations, providing constructive feedback, coaching, and mentorship to enhance their facilitation skills and ensure consistent, high-quality training delivery.
Monitor Training Data: Utilize LMS reports and other forms of tracking to monitor completion reports, enrollment status, and final training results. Own course and assessment enrollment for contact center agents.
Drive Innovation in Training: Research and implement innovative learning approaches, technologies, and tools to enhance learner engagement, knowledge retention, and performance improvement.
Lead and Collaborate: Collaborate effectively with L&D team members, subject matter experts, managers, and operations leadership to identify training needs, align programs with business objectives, and foster a culture of continuous learning.
Champion Best Practices : Stay abreast of industry trends, best practices, and emerging technologies in learning and development. Share knowledge and expertise with the team to drive continuous improvement.
What experience you need
Bachelor's degree in Human Resources, Education, Instructional Design, or a related field. Master's degree preferred.
5+ years of proven experience as a corporate trainer, with a strong emphasis on contact center or technical training.
Demonstrated expertise in designing and delivering engaging technical skill training programs, utilizing adult learning principles and instructional design models (ADDIE, Gagne's 9 Events of Instruction).
Strong analytical skills and experience with data analysis tools to evaluate training effectiveness and measure ROI.
Excellent communication, interpersonal, and presentation skills with the ability to engage and inspire diverse audiences.
What could set you apart
Master's degree
Experience leading and mentoring other trainers.
Expertise in virtual and hybrid training delivery.
Proficiency in Workday LMS and Google Suite.
Ability to pivot and quickly deliver content.
ATD Master Trainer or other industry certifications in training and development.
