**SCOPE/CONTACTS: The Trainer participates in and conducts new hire, refresher, and upskill training programs, provides classroom instruction to trainees and monitors associates on the production floor. Will assist in periodically reviewing the training curriculum and provide suggested enhancements to its content and or delivery of the materials being used. Will assist in implementation of new programming, policy, and procedures; call center hardware and software support.

ESSENTIAL FUNCTIONS:

• Delivers classroom and/or web-based instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills
• Create and implement strategy to ensure training objectives are met
• Provides training performance feedback to the training team, and floor supervisors including monitoring sessions, evaluations, performance improvement planning, coaching and feedback
• Ability to display the highest level of professionalism and exhibit a model behavior for all Representatives; introduce and represent the culture and etiquette of the call center
• Completes post-classroom activities that include evaluating training effectiveness and Trainees knowledge, skill development, service readiness, and ability to apply knowledge
• Actively works with Trainees post-class in Nesting areas to further develop skills and drive to self-sufficiency
• Assists with development and enhancement of instructional methods, training aids, manuals, and other materials
• Observes standing practices and procedures to cultivate improvements in efficiency, accuracy
• Assists Operations Manager with regular reporting tasks and independent projects
• Designs, builds, and implements new training strategies
• Understands and supports the vision and mission of First Financial Bank; actively participate in and abide by the banks non-negotiable values and Customer Service Excellence philosophy

MINIMUM QUALIFICATIONS:

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