Contact Center Trainer
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Job Location:
Dayton, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.
AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.
If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.
Job Summary
The ContactCenter Traineris responsible fordesigning delivering and continuously improving training programs that equip contact centeragents with the skills knowledge and confidence to deliver exceptional customer experiences. This role partners closely with CustomerOperations QualityandWorkforce Management to ensure training aligns with businessobjectives regulatory requirements and performance standards.The ideal candidate brings strongcontent developmentfacilitation skillscommunication skills and a passion for coaching and continuous improvement in a fastpaced contactcenter environment.This role may beto perform other duties as assigned to support evolving business needs.
Key Responsibilities
Training Design & Delivery
Design develop andfacilitateengaging onboarding and ongoing training programs for new hires and existing call center agents.
Deliver instructorled virtual and blended learning sessions focused on customer service skills systems processes compliance and performance expectations.
Customize training content to support changes in policies procedures systems or business initiatives.
Content Development & Maintenance
Create andmaintaintraining materials including facilitator guides participant workbooks job aids elearning modules and knowledge base documentation.
Ensure training contentremainsaccurate compliant and aligned with regulatory and company requirements.
Incorporate adult learning principles and best practices to improve retention and application of skills.
Stakeholder Collaboration
Collaborate with Operations Quality Workforce Management and Leadership to align training with operational goals and performance metricsidentifyperformance gaps and recommend targeted training or refresher sessions.
Participate in crossfunctional initiatives to supportnew programs system implementations or process changes.
Provide feedback and insights on training effectiveness and agent readiness.
Measurement & Continuous Improvement
Track and evaluate training effectiveness using performance data quality results and learner feedback.
Identifytrends and opportunities for continuous improvement in training delivery and curriculum.
Recommend enhancements to improve speedtoproficiencyand overall agent performance.
Communications
Draft and deliver cleartimely and effective communications tothe contact centerand billing & revenue teamsas needed.
Ensure messaging supports training initiatives system changes and operational updates.
Collaborate with stakeholders to align communications with business goals and employee needs.
Required Qualifications
High school diploma or equivalent required;associates or bachelorsdegree preferred.
25 years of experience in a call center or customer service environment.
Previousexperience delivering training facilitation or coaching in a contact center setting.
Strong communication presentation and interpersonal skills.
Ability to influence and engage learners at all levels.
Preferred Qualifications
Experience training in a regulated environment (utilities financial services healthcare etc.).
Experience supporting largescale onboarding classes or BPO training environments.
Familiarity with quality programs call monitoring and performance metrics.
Experience with LMS platforms and virtual training tools.
Key Competencies
Facilitation and adult learningexpertise
Continuous improvement focus
Strong organizational and timemanagement skills
Adaptability in a fastpaced highvolume environment
Required Experience:
IC
Key Skills
About Company
AES is a global energy company that creates greener, smarter and innovative energy solutions. Together, we can accelerate the future of energy.
