Trainer - Contact Centre in Leeds

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Contract: Full time, Permanent

Hours: 37.5 hours per week, Monday to Friday

Site: Office-based at Leeds City Office Park, LS11 5BD

Passion for People and Delivery? As a Trainer you will be a crucial part of the training design able to support develop and deliver an exceptional training experience. You will be mentoring/coaching and delivering the required training to our new colleagues, through different learning styles. You will be able to work collaboratively with key stakeholders to identify areas where internal learning can add value & provide credible solutions for individual and business improvement/development.

About us: Conduent are a Global Business Processing Outsource company. The contract in Leeds will support a busy transportation client and will involve managing calls, webchat and correspondence. As a contract Centre Trainer you will be mentoring, coaching and delivering the required training to our new Conduent employees.

Job dimensions:

• Use deductive reasoning to solve problems and make recommendations.
• Interface with and influence key stakeholders.
• Leverage previous knowledge and expertise to achieve results.
• Ability to complete work self-guided.
• Perform routine assignments.
• Develop skills by performing structured work assignments.
• Use existing procedures to solve routine or standard problems.
• Receive instruction, guidance, and direction from others.
• Contribute to and manage projects.
• Perform tasks based on established procedures.
• Update and create training materials for new employees.

What you will be doing:

• Conduct training classes on features and operations of products and technology, client tools and processes, including intermediate soft skills.
• Set priorities by identifying training needs or gaps.
• Responsible for the design and update of intermediate level training materials and courses based on client or internal needs.
• Organise training content in a clear sequence for delivery.
• Work with subject matter experts to keep content current and effective.
• Review and prepare training resources and materials, to deliver classes.
• Analyse training feedback from participants.
• Conduct "train the trainers" sessions, as necessary.
• Analyse, produce, and distribute training reports.
• Responsible for creating online courses in the LMS (Learning Management System).
• Perform other duties as assigned.
• Comply with all policies and standards.
• Provides subject matter guidance to new employees.

Skills/Experience:

• Requires conceptual expertise of theories, practices, and procedures.
• Applies knowledge of business learned through prior experience or education.
• Must be proficient in Microsoft office.
• Uses existing procedures to solve standard problems.
• Examines information and standard practices to make judgements.
• Ability to articulate difficult or sensitive information.
• Asks questions and checks for understanding.
• Must have excellent verbal and written communication skills.