Process Trainer

Job Summary

The B2C Technical Trainer is responsible for designing, delivering, and continuously improving training programs for B2B Technical Support Agents supporting Optimum Business customers. The Trainer ensures agents are equipped with the technical knowledge, process understanding, customer experience skills, and service-to-sales capabilities required to deliver high-quality support and meet performance expectations.

The role plays a critical part in new hire readiness, upskilling, product launches, and continuous learning, while aligning training outcomes with UnifyCX and Optimum standards.

Key Responsibilities

1. Training Delivery

• Deliver instructor-led and virtual training sessions for new hires, cross-skilling, and upskilling programs.
• Facilitate technical, process, systems, soft skills, and service-to-sales training aligned to Optimum Business requirements.
• Adapt training delivery style to accommodate different learning needs and experience levels.

2. Technical & Product Training

• Train agents on Optimum Business products and services including:
• Internet & Fiber
• Business Voice
• Networking fundamentals
• Optimum Mobile and value-added solutions
• Ensure agents understand end-to-end troubleshooting workflows and escalation paths.

3. Learning Effectiveness & Readiness

• Assess learner comprehension through quizzes, role plays, simulations, and certification checkpoints.
• Ensure agents achieve required readiness and certification levels before nesting or production.
• Provide remedial coaching and additional support where required.

4. Service-to-Sales Enablement

• Train agents on identifying customer needs and positioning Optimum solutions in a consultative and compliant manner.
• Reinforce service-to-sales behaviors without compromising customer experience.
• Partner with Operations and Quality teams to address performance gaps.

5. Curriculum Development & Content Management

• Develop, update, and maintain training materials including:
• Presentations
• Job aids
• Knowledge articles
• Assessments and learning paths
• Ensure training content remains current with Optimum product, tool, and process updates.

6. Collaboration & Stakeholder Support

• Partner with Quality Analysts, Team Leads, and Operations Managers to align training with performance trends.
• Participate in calibrations and business reviews as required.
• Support continuous improvement initiatives and new program rollouts.

7. Performance Tracking & Reporting

• Track training effectiveness through post-training performance metrics such as QA, CSAT, AHT, and FCR.
• Prepare training reports, insights, and recommendations for leadership.
• Identify recurring knowledge gaps and propose targeted learning interventions.

8. Knowledge & Compliance

• Ensure all training aligns with Optimum compliance, QA standards, and UnifyCX policies.
• Promote documentation accuracy and knowledge base usage.
• Maintain confidentiality and data security standards.

Qualifications

• Education: High School Diploma or equivalent; Bachelors degree preferred.
• Experience:
• 35 years in a contact center environment (Telecom / Technical Support preferred).
• Minimum 1–2 years’ experience as a Trainer, SME, Quality Analyst, or Team Lead.
• Prior experience supporting B2B customers is strongly preferred.
• Strong understanding of:
• Telecom and technical support workflows
• B2B customer expectations
• Adult learning principles
• Proven ability to deliver engaging instructor-led and virtual training.
• Experience creating and maintaining training content.
• Strong presentation, facilitation, and communication skills.
• Excellent verbal and written English communication skills (C1 proficiency preferred).
• Ability to explain complex technical concepts in a simple, learner-friendly manner.
• Strong organizational and time-management skills.
• Comfortable working with learning tools, LMS platforms, and reporting dashboards.
• Flexibility to work US-aligned shifts, including weekends and holidays if required.
• Good understanding of US geography, culture, and business customer needs.