Job Summary

The II, Trainer is responsible for the initial and ongoing training of all customer experience staff. The primary function is to ensure effective training, so that CERs handle all calls effectively and efficiently and meet expectations for performance KPIs. Ensures the effectiveness of training methods through business partnering and engaging facilitation.

Essential Duties and Responsibilities

Delivers training for various curriculums in the classroom, team huddles, or virtually.
Demonstrates knowledge of level one and two instructional design by creating and editing how-to learning videos and designing classroom practice activities and knowledge checks.
Adjusts training discussion content to effectively engage learners on all levels.
Communicates topics effectively by properly understanding the needs of the audience and targets the sessions to meet the participants’ education and skill levels.
Creates and updates procedure documents to ensure the accuracy of training and call center processes.
Partners with project management, quality assurance, training leadership, and CE SMEs to maintain knowledge of procedures, processes, and call guides.
Contributes to overall training team effectiveness by asking questions, offering insight, providing project support, and learning to deliver continuing education courses for all CE staff.
Modifies training tools and job aids based on the needs of the customer experience call center.
Serves as a subject matter expert (SME) in the facilitation of training materials.
Assists with communications to frontline call center team members with regard to changes that impact customers or internal processes.
Participates in meetings with peers and managers regularly to discuss and analyze classroom engagement, procedural updates, and growth plans.
Learns new systems or products to effectively facilitate training sessions.
Manage the LMS, including but not limited to adding courses, compiling knowledge check scores, and registering team members for eLearning.

Required Qualifications

HS diploma or GED and 3 years’ of relevant experience, including facilitation and project work.
Proven ability to influence, coach, and facilitate at all levels.
Demonstrates the skills necessary to verbally explain challenging concepts and document them in writing.
Possesses excellent presentation and classroom management skills.
Ability to execute against changing priorities and deadlines with minimal supervision.
Enjoys change and adapts constructively.
Demonstrates the ability to build consensus to drive change.
Has the ability to work in structured and unstructured environments to strategically set and achieve organizational goals.
High commitment to personal excellence.
Highly motivated, self-directed, and engaging.
Adapts and thrives in a demanding, fast-paced environment with constant change.
Possesses a high level of critical thinking skills, problem-solving ability, and a passion for call center training.
Operates with a high level of professionalism, emotional intelligence, and integrity.
Must have the ability to work a flexible schedule.
Experience with Outlook, Word, Excel, PowerPoint, Camtasia, Snagit, and Publisher preferred, but not required.

Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay range for this position across the U.S. is $62,200 - $77,800. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.