Wayfair Careers

Trainer

Springfield, Oregon
Talent


Job Description

The Trainer will conduct and facilitate various training programs, including new hire onboarding, coaching and progressive development of basic sales and customer service behaviors, ongoing up-skill training, as well as other training dictated by business needs. 

 

Description:
Responsible for identifying training needs, training sales and service staff, and developing training materials as needed. Includes initial orientation/new hire training, ongoing up-skill training, and project-specific training for sales &service staff. The primary audience will be call center employees, but may include other employees.

  • Work with sales and service teams to ensure training consistency across sites and within training team
  • Lead classroom training using sound facilitation techniques and monitor new employee training to ensure courses are completed in a timely manner and tracked for completion
  • Design and develop training materials as needed for classroom use
  • Develop and conduct new hire onboarding training, as well as other training as needed
  • Provide on-the-job coaching and performance management of new hires during nesting
  • Provide regular performance reporting of new hires during nesting to operational management team

Required Qualifications:

  • At least 2 years prior experience as a trainer in a classroom setting, with training experience in a call center environment preferred, or a degree in a learning & development field.
  • At least 2 years prior experience as a sales trainer in a classroom setting, with training experience in a call center environment preferred, or a degree in a learning & development field.
  • Experience coaching and training teams
  • Proven ability to create training materials using basic instructional design methods.
  • Demonstrated presentation and facilitation skills before large groups, preferably in a classroom setting.
  • Demonstrated leadership experience preferred.
  • Proficient in Microsoft Word, Excel and PowerPoint.
  • Demonstrated oral and written communication skills.
  • Critical thinking and creative problem-solving skills; must be flexible and able to adjust to frequent changes in training priorities and schedules to accommodate business needs including nights and weekends.
  • Proven ability to work well as a team player as well as work independently with limited supervision.
  • Demonstrates a high degree of professionalism.
  • Good organizational skills to meet tight deadlines.
  • Experience in a call center is preferred.
  • Virtual facilitation experience utilizing Adobe Connect a plus.
  • Demonstrated ability to coach ongoing skills development, as well as address performance issues and trends

Essential Job Functions:

  • Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer.
  • Ability to use a computer keyboard and computer screen.
  • Ability to use a telephone headset and telephone system.
  • Ability to perform all above-mentioned duties with or without accommodations
     
Tag:
Requisition ID: undefined