Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:We're HiringUbiquity is hiring for a Call Center Trainer in Accra, Ghana.The trainer will be responsible for evaluating client needs, current practices and creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides.The ideal candidate will be a confident public speaker and a devoted educator who is up to date on the latest tools and resources needed to improve employee training and performance. During periods of time where the trainer is not facilitating classes, their duty will be to keep materials constantly refreshed, creation of program mastery assessments, identifying with QA knowledge gaps that need to be addressed through refresher training and providing floor support to operations.To maintain knowledge on the program(s), the trainer is also expected to remain a fountain of knowledge (ex: taking calls, chats or emails). This job requires flexibility in job hours as well as flexibility to travel when needed.We’re made of something different.We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!Specific Tasks:Develop agendas and material for all training required by UGS or client.Conduct employee surveys and interviews.Consult with other trainers, managers, and leadership when required.Track and compile collected data from training classes and shared with Operational and Quality team.Conceptualize training materials based on data and research.Communicate training needs and online resources.Create training strategies and initiatives that will help add value to clients.Contact and utilize outside vendors and resources for instructional technology.Test and review created materials.Maintain a database of all training materials.Instruct employee training and onboarding.Conduct training through new materials.Review employee performance and learning.Coordinate and monitor enrollment, schedules, costs, and equipment.Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.Perform other duties as assigned.QualificationsTwo years’ previous experience as a trainer, corporate trainer or related position OR Bachelor’s degree in education, business, human resources, information technology, or related field.Certification from talent and training associations a plus, but not required.Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software.Experience with technologies and best practices for instructional manuals and teaching platforms.Strict adherence to company philosophy/mission statement/sales goals.Strong project management skills with the ability to supervise multiple projects.Good interpersonal skills and communication with all levels of management.Organized and able to create multiple timelines, budgets, and schedules.Able to multitask, prioritize, and manage time efficiently.Excellent leadership, team building, and management skills.Encouraging to team and staff; able to mentor and lead.Excellent verbal and written communication skills.Able to analyze problems and strategize for better solutions.The PerksLife Insurance BenefitsMedical, Dental, and Vision BenefitsPaid Time OffRetirement BenefitsWhat We Do.Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150 brands and counting.We want you.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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