CapTel Trainer - (1) Day flex, (1) Eve flex
Summary
Title:CapTel Trainer - (1) Day flex, (1) Eve flex
ID:1540-GA2
Location:Columbus, GA
Application Deadline:open until filled
Description

Reports to:

Relay Center Manager

 

Position summary:

Prepares and teaches comprehensive training programs that are designed to maximize the effectiveness of new and existing Trainees.

 

Essential functions:

  • Constructs training programs designed to provide trainees with the skills and knowledge necessary to succeed in their positions.
  • Gains and maintains a strong understanding of all relay related information to training programs.
  • Identifies shortcomings in trainees and informs the Quality Assurance Department and Supervisors of these weaknesses.
  • Responds to Quality Assurance Department and Supervisor feedback on existing Relay floor staff and determines an appropriate training-based solution for improvement.
  • Assesses the abilities of each Trainee and determines a realistic timeframe for beginning full Relay floor responsibilities.
  • Utilizes existing presentation and training materials in a creative and effective manner.
  • Trains on a multitude of topics such as relay procedures and company policies.
  • Adjusts training program to fit the continually changing needs of the relay environment.
  • Measures recruiting and training methods, and reports information to the Quality Assurance Department and the Relay Center Manager.
  • Solicits and utilizes recommendations for training topics from many resources including the Relay Center Manager, Quality Assurance Department, Relay Floor Supervisory Staff and external resources.
  • Utilizes a variety of methods to aid the improvement of Trainees and Relay floor staff as it relates to call processing.
  • Provides direct supervision to Trainees and Relay floor staff when resolving difficult or unusual call situations.
  • Works with Relay Floor Supervisory Staff and Quality Assurance Department to identify training needs, and will assist in the training of Relay Floor staff as call handling weaknesses are identified.
  • Develops and fosters a positive, energetic, enthusiastic work atmosphere that stresses team above self.
  • Develops and initiates professional Trainees and Relay Floor Staff call processing techniques and directs all Trainees in applying the same standards and techniques to their calls.
  • As requested, implements training techniques to shorten the amount of training time as well as increase the effectiveness of the training program.
  • Communicates with Trainees, Relay Floor Staff and all other management personnel in a positive manner.

 

Other responsibilities:

  • Maintains the ability to work flexible hours and will teach day and evening training classes.
  • Regular attendance that is punctual and dependable is required.
  • Assists in a Supervisory role on weekends and holidays as needed.
  • Performs other work-related duties as assigned by the Relay Center Manager.
  • Carries out “special project” needs as assigned.
  • Willingness to process relay calls when needed.
  • Ability and willingness to travel alone.

 

Preferred education, experience, and skills:

  • High school diploma or equivalent is required.
  • A combination of three to five years of work experience or schooling related to education or training is preferred.
  • Knowledge of deaf and or hard of hearing culture is preferred.
  • Ability to develop a comprehensive understanding of relay policies and procedures.
  • Strong verbal, interpersonal, and presentation skills.
  • Ability to organize and prioritize work.
  • Ability to maintain strict confidentiality.
  • Proficient with computers and software programs.
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