Call Center Trainer

Description

• Manages all reporting requirements for client, program and corporation.
• Work closely with Compliance to ensure that the company's training programs incorporate essential compliance components
• Works with program operations and general management teams to address training needs, methods, curriculum, and effectiveness
• Monitor new hires recorded calls and provide appropriate coaching & feedback to leadership team
• Designs, develops and delivers technical, sales, and soft skills training based on client and staff needs
• Ensures training meets quality standards and expectations of client, center, and corporation
• Provides status updates to Call Center Director on training outcomes and programs
• Manages costs and ensures corporate guidelines are adhered to
• Provides coaching and development for up to 30 days post training for new hires.
• Supports sales team and center management team with new programs throughout development, implementation and maintenance
• Evaluates and delegates work assignments based on training needs and scope of work
• Attends internal calibration sessions to ensure program compliance and balance
• Coach and mentor new hires through the first 90 days of employment
• Makes recommendations to training agenda or curriculum, as necessary
• Manages training supplies to ensure budgetary compliance
• Consults with operations, talent acquisition, and quality to determine training needs, procedural updates, trainee performance, etc.

Requirements

• Maintains positive, consistent and effective communication with staff, peers and senior management
• Ability to provide feedback and demonstrate a variety of coaching methods
• Excellent presentation skills
• Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice
• Bilingual skills both English and Spanish perferred
• Independent thinker
• Superior communication skills: both written and verbal
• Experience with Lead Perfection- a plus
• Frequent sitting
• Experience in a call center environment
• Knowledge of Windows-based systems, Microsoft Office 365
• A Bachelor’s degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field
• Experience with Five9 a plus
• Significant experience (2+ years) in training design, delivery, and assessment experience
• Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.
• Frequent use of hands
• Constant work performed in a climate-controlled training/classroom environment
• Some previous telemarketing or phone sales experience
• Ability to monitor and record improvements in performance
• Good understanding of business acumen
• Demonstrated ability to influence and motivate across all levels of employees in multiple locations
• Computer experience/knowledge
• Excellent listening skills
• A wide degree of creativity and latitude is expected
• Frequent standing

Benefits

• Remote work and training modules as needed

Training + Development

Interview process

Visa Sponsorship

Security clearance