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.