Contact Center Trainer

Description

• Facilitate classroom and/or virtual training on sales, products, systems, procedures, and customer service techniques for all new and tenured Advocates as needed. Develop and maintain a strategic training plan that supports performance objectives and addresses identified learning gaps. Build established training curriculum and modules into a Learning Management System. Create and design new content and lessons for the Learning Management System based on sound educational principles.
• Provide reporting and analysis to business leaders illustrating training success and opportunities. Conduct new hire call monitoring and provide individual coaching and motivation. Build and lead a mentorship program for Contact Center Advocates. Evaluate a weekly sample of calls for Quality Compliance. Provide backup coverage for Quality Specialist .Perform other duties as assigned
• Maintain all training curriculum and training tools, including the Learning Management System, facilitator and participant guidebooks, bill samples, and reports. Manage testing and performance for all new hires while in training. Evaluate trainees' knowledge to determine necessary follow-up.

Requirements

• Experience in Quality Assurance or Instructional Design is a plus.
• Must be able to demonstrate examples of past material or methodologies.
• Ability to work independently (with little instruction/supervision)
• Understanding of Contact Center practices and an in depth understanding of Contact Center KPIs Knowledge of or the ability to learn the Retail Energy industry
• Effective problem-solving skills: ability to identify alternatives and develop unique solutions.
• Resilient under stress and dealing with multiple demands.
• Takes initiative; proactive approach; asks questions to ensure understanding/clarity.
• Knowledge of applicable technology is preferred (LMS and Articulate )
• Methodical and organized work style—maintains notes, records, schedule, to-do lists.
• Ability to prioritize, plan proactively, and manage conflicting priorities. Superior attention to detail and conscientious attitude relating to quality of work.
• Comfortable with change, uncertainty and in-development conditions.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance