Call Center Trainer
The Call Center trainer is responsible for designing, developing, administering and evaluating training programs in connection with call center goals. Evaluate existing training programs, develop new programs and prepare instructional materials. Also required to provide one-on-one training with Customer Service Representatives as needs are identified. Entry level role, basic skills required with a moderate level of proficiency. Works under general supervision with latitude for independent judgment.
Duties and Responsibilities:
Deliver new employee orientation and on-going training for call center personnel. On-going classes to include soft skills training (leaderships, communication, etc.)
Ensures class objective and learning curve performances are achieved.
Design and develop training materials and curriculum.
Recommends additional learning material as appropriate.
Conducts evaluations and develops new programs to address individual, department or company needs. Participate in design of call monitoring formats and quality standards.
Coordinates with quality assurance and other internal departments to identify new training needs and or changes to existing training curriculum.
Review and update policy and procedures as needed.
Assess employee training need and provide feedback to management.
Maintain internal and external training records.
May work with upper management to bring external training courses.
Maintain regular attendance in accordance with company policies.
Perform other job-related duties as assigned.
Some travel may be required.
Degree in education, communications or business or the equivalent combination of education, training or work experience.
Knowledge of the company’s products, service and business operations.
Project coordination experience preferred.
Advanced presentation, interpersonal, time management and organizational skills.
2 years of call center customer care experience preferred.
1 year of QA monitoring required.
Strong training program design.
Excellent verbal and written communication skills.
Proficiency in MS Office applications, Word, Excel and PowerPoint.
Ability to work both independently and in a team environment.
Dedication to providing exceptional customer service.