Call Center Trainer

Grapevine, TX - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Call Center Trainer

Job Summary:

The Call Center Trainer is responsible for leading strategic learning and development activities in the Call Center. The Call Center Trainer is responsible for training from initiation through delivery. The Call Center Trainer must possess project management skills and ability to prioritize work and handle multiple projects simultaneously. The Manager must translate organizational needs into integrated learning and development plans. Must be versed in multiple training modalities.

The Call Center Trainer is responsible for the successful orientation and development of new hires in the contact center. Effective managers will create and implement training modules and exercises that will lead to having results-driven productive representatives and will foster a collaborative and positive work atmosphere. Ideal candidates possess sales leadership skills in a telemarketing or phone sales capacity and are proficient in various user systems. Essential Functions:

Maintains positive consistent and effective communication with staff peers and senior management

Designs develops and delivers technical sales and soft skills training based on client and staff needs

Provides coaching and development for up to 30 days post training for new hires.

Ensures training meets quality standards and expectations of client center and corporation

Works with program operations and general management teams to address training needs methods curriculum and effectiveness

Manages all reporting requirements for client program and corporation.

Evaluates and delegates work assignments based on training needs and scope of work

Supports sales team and center management team with new programs throughout development implementation and maintenance

Consults with operations talent acquisition and quality to determine training needs procedural updates trainee performance etc.

Makes recommendations to training agenda or curriculum as necessary

Attends internal calibration sessions to ensure program compliance and balance

Work closely with Compliance to ensure that the companys training programs incorporate essential compliance components

Coach and mentor new hires through the first 90 days of employment

Monitor new hires recorded calls and provide appropriate coaching & feedback to leadership team

Other Related Duties

Provides status updates to Call Center Director on training outcomes and programs

Manages training supplies to ensure budgetary compliance

Perform other duties as assigned by Call Center Director

Manages costs and ensures corporate guidelines are adhered to

Minimum Education And Experience

A Bachelors degree from an accredited university or college with major coursework in management training education psychology or other related field

Experience in a call center environment

Significant experience (2 years) in training design delivery and assessment experience

Some previous telemarketing or phone sales experience

Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.

Knowledge Skills and Abilities

Bilingual skills both English and Spanish perferred

Sound understanding of adult learning techniques best practices in training design and delivery blended learning methodologies and industry best practice

Ability to monitor and record improvements in performance

Ability to provide feedback and demonstrate a variety of coaching methods

Good understanding of business acumen

Independent thinker

Computer experience/knowledge

Demonstrated ability to influence and motivate across all levels of employees in multiple locations

Superior communication skills: both written and verbal

Excellent listening skills

Excellent presentation skills

A wide degree of creativity and latitude is expected

Knowledge of Windows-based systems Microsoft Office 365

Experience with Five9 a plus

Experience with Lead Perfection- a plus

Work Environment

Constant work performed in a climate-controlled training/classroom environment

Some work performed on a call-center production floor

Remote work and training modules as needed

Physical Demands

Frequent standing

Frequent sitting

Frequent use of hands

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Call Center TrainerJob Summary:The Call Center Trainer is responsible for leading strategic learning and development activities in the Call Center. The Call Center Trainer is responsible for training from initiation through delivery. The Call Center Trainer must possess project management skills and...