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Job Details

  • Job ID #: 34086
  • Position Type: Full-Time
  • Education Required: HS Diploma/GED
  • Experience Required: 2 - 3 Years
  • Location: CA-MB-Winnipeg
  • Functional Area: Customer Experience
  • Relocation Provided:

Position Description:
This position is responsible for conducting new-hire and level up training both in an instructor-led classroom setting as well as virtual learning delivery. The primary function of this role is to ensure that all call center agents receive proper training to meet client/event specific training requirements. Additionally, this role conducts the intital call audit quality for new hires by listening to recorded calls, conducting sit-besides and reviewing/coaching new hire agents. This role is primarily based onsite within a call center unless a specific needed is determined to have a remote trainer.

Key Job Activities:
• Conduct new hire training for agents and following the new agent to ensure agents are ready for customer calls. This includes conducting call audit reviews, doing side-by-side observations, mentoring and coaching of those new hire agents
• Conducts level up training with agents that are identified as ready for next level call support for idenfied customer. Additional call audit quality checks for those targeted agents
• Utilize a variety of tools, methods and sources of data to assess learning needs and achievement levels
• Learn new client systems in order to effectively develop and facilitate training sessions
• Manage the scheduling , course surveying and quality monitoring of attendees for group sessions and one-on-one training
• Complete records and reports for training curriculums and work activity, which reflects attainment or progress toward goals
• Maintain the training facilities and equipment in a condition to promote efficiency and safety of staff
• Ensure compliance with C&RS policies and procedures
• Seek learning opportunities, self-directed learning and/or membership in professional organizations
• Perform other related duties and special projects as requested

Position Requirements:

  • Education equivalent to a High School diploma/GED or the equivalent in related work experience
  • Two years prior Call Center experience with superior quality rating
  • Familiarity with training delivery skills both instructor-led /virtual learning
  • Demonstrate a style of coaching that is motivational and contributes to a positive work environment
  • Fluency, both written and speech, in Spanish and/or French could be a requirement based client training need for specific call center locations
  • Demonstrate a proficiency with Microsoft Office applications such as Outlook, Word and PowerPoint
  • Must have the ability to work a flexible work schedule when needed (including evening & weekends training)