Trainer - Help Desk & Call Center

4 weeks ago

Carrollton, United States Catapult Solutions Group Full time

Position: Trainer – Help Desk/Call Center


✅ Direct Hire Opportunity w/ Benefits

✅ Benefits: 401k, PTO, Medical, Dental, Vision, Life, EAP,

✅ Pay Range: $60-$63k a year

✅ Location: Carrollton, TX 75006

✅ Hours: 8am-5pm

✅ MUST HAVE THE FOLLOWING: LMS experience (Learning Management Systems), Technical Writing experience (Creating Technical Training content), Scheduling experience (Creating training schedule for employee)


Position Overview:

This individual will design, deliver, and support the training needs of the organization. The incumbent will support all training tasks related to the Help Desk/Dispatch departments, the knowledge base, and the learning management system.


Company Overview:

Our client is a global leader in cash technology solutions; providing the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business. They support businesses in more than 100 countries optimizing the handling, movement, and management of cash.


Responsibilities:

The Call Center Trainer may be expected to perform the duties listed:

  • Facilitate Training classes focused on Dispatch and Help Desk for the organization.
  • Monitor Call Center performance to identify areas of coaching opportunity.
  • Design training materials for use by the Dispatch, Help Desk, and partner support teams.
  • Create and maintain materials for the LMS and Knowledge Base.
  • Communicate with both internal and external customers and leadership.
  • Create and Maintain training records for classes.
  • Proficiency in Office Products, specifically in Excel, Outlook.
  • Manage schedules for the training classes.
  • Make suggestions on improving work procedures.
  • Manage schedules for the training classes.
  • Make suggestions on improving work procedures.
  • Work with the Helpdesk/Dispatch leadership team on targeted initiatives to improve performance.
  • Facilitate Training across various schedules.
  • Other duties and responsibilities as assigned.


Qualifications:

  • MUST have High School Diploma or General Education Degree (GED).
  • MUST have at least 2 years of experience in a training role. (Technical and customer service training experience)
  • MUST have LMS experience (Learning Management Systems).
  • MUST have Scheduling experience (Creating Training schedule).
  • MUST have Technical Writing experience (Creating Technical Training content - experience Writing and Editing technical documentation.)
  • MUST have 1 year of class facilitation, preferably in a service and/or technical environment.
  • Experience with technical customer service organizations preferred.
  • Design of Computer Based Training.
  • Fundamental knowledge of call center operations.
  • Proven ability to be responsive and proactive.
  • Advanced organizational skills with the ability to handle multiple assignments.
  • Strong communication skills.
  • Typing and 10 Key skills proficiency.
  • Proficiency in Oracle JDE 9.2 and/or OFSC is desired.


(Job Segment: Trainer, Training, LMS, Scheduling, Technical Writing, Learning Management Systems, Oracle, JD Edwards)

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