Call Center Trainer

SUMMARY       

The Operations Trainer’s primary duties will be to conduct the training program for all newly hired call center personnel, serve as a support person at the contact centers and assist in the development of training.  The Trainer will be required to deliver presentations and training in a formal classroom setting and/or a virtual platform. The Trainer will work closely with the Operations Training Supervisor and Learning and Development Leadership to assist in the development of learning materials.

ESSENTIAL FUNCTIONS

• Conduct classroom training that includes presenting policies, procedures and Insight™ system usage requirement information using a variety of instructional techniques
• Deliver quarterly customer service training
• Partner with the Learning and Development Leadership to develop, revise and execute training programs that are in line with the overall corporate strategic goals
• Assist in the development of training materials and assessment documentation to agree with current practices
• Evaluate all trainee progress and provide additional individualized assistance to ensure trainees successfully transition to the Call Center
• Provides written feedback to Call Center management regarding training results
• Assess the training program with a continuous improvement mindset and present recommendations to Call Center Management for approval
• Identifies learning needs and collaborates with leadership to develop operating procedures
• Monitor call center associates when training sessions are not scheduled
•   Make constructive recommendations for improving scripts, programs, and training techniques
• Build fun and energy into the classroom and overall training experience
• Ability to coach and offer feedback
• Other duties as assigned

QUALIFICATIONS REQUIRED

• 2+ year minimum – Call Center experience
• Proficiency with MS Office applications including PowerPoint, Word, Outlook and Excel
• Duties require professional verbal and written communication skills
• Ability to type 40 wpm
• Ability to write simple correspondence
• Excellent analytical thinking and problem-solving skills
• Superior organization skills with the ability to prioritize and manage multiple tasks effectively
• Able to work independently with minor supervision
• Able to work collaboratively, diplomatically and with integrity in problem-identification and problem-solving activities
• Must take direction well
• Professional appearance
• Positive attitude
• Ability to work a flexible schedule which could require weekend and evening training
• Up to 25% Travel, as needed

MINIMUM REQUIRED EDUCATION

• High school diploma or equivalent; some college coursework preferred.