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.