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Call Center Trainer

2 months ago

Los Angeles, United States CALLS PLUS Full time

Job Description

We have an immediate opening for a motivated, coachable, self-driven and effective Trainer with inbound Call Center experience. The Trainer will be responsible to train new hires in customer service, account protocols and basic call center procedures such as call control, critical thinking, clear documentation, etc.


CALLS PLUS services the 24x7x365 needs of government agencies in more than 40 states. Our calls are complex and require excellent spelling, grammar, communication skills (verbal and written) as well as sensitivity to caller issues and the ability to remain calm and offer solutions in stressful situations.


Our company motto, “Changing Lives, One Conversation at a time”, reflects the critical work we do. COME JOIN OUR TEAM of dedicated professionals



Work Experience

Key Responsibilities

• Liaise with the Operations Manager, Client Relations Manager and Sales Department to determine training needs and schedule training sessions

• Conduct a thorough analysis of the training needs for all call center agents

• Design and develop training materials for classroom training with virtual training being a desired element for future growth

• Develop processes to track and report training data

• Oversee all training activities during implementation period and ongoing operations

• Ensure that the training content remains current, clear and accurate

• Manage training staff and perform evaluations; assess training effectiveness and identify areas for improvement

• Provide feedback on calls and work with the QA Manager to improve agent performance

• Interface with client staff as needed

• Report issues and status to leadership as appropriate

• Perform additional tasks as assigned


Requirements

• Bachelor's Degree or work experience in a related field

• Minimum of two years call center training experience

• Excellent oral and written communications skills, with specific focus on telecommunications-centric operations

• Must be available to work Monday through Saturday, 30-40 hours per week with some flexibility

• Must be able to pass a Federal Criminal Background check

• Basic Spanish language a plus