Call Center Trainer I

What You Will Be Doing

• Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
• Ensures class objectives and learning curve performance metrics are achieved according to pre-defined plan.
• May design and develop training materials and curriculum.
• Recommends additional learning materials as appropriate.
• Conducts evaluations and develops new programs to address individual, departmental or company needs. Researches and develops program content to achieve specific objectives for each program.
• Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum.
• Adapts existing programs to suit various audiences.
• Reviews and updates policy and procedure manuals.
• Assesses employee training needs and provides feedback to management.
• Maintains internal department and external class training records.
• May work with vendors to bring in external training courses.
• Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS

• Bachelor s degree in education, communications or business or the equivalent combination of education, training, or work experience.

What you Bring

• Knowledge of the company s products, services and business operations
• Project coordination experience preferred
• Advanced presentation, interpersonal, time management, and organizational skills
• Strong training program design experience
• Excellent verbal and written communication skills
• Proficiency in MS Office applications, e.g., Word, Excel and PowerPoint
• Ability to work both independently and in a team environment

Added bonus if you have:

1-year of customer service experience

1-year experience working in a high-volume call center

Excellent customer service skills that build high levels of customer satisfaction