Call Center Training Manager

1 week ago

Richardson, United States DSI Systems Full time
Job DescriptionJob Description

Are you a current call center trainer, QA supervisor or specialist looking to take the next step in your career? DSI, a growing Dallas-based sales enablement and custom business solutions company, founded in 1984 and family-owned and run, has an immediate career opportunity for a motivated individual to fill our Call Center Training Manager position for AT&T Wireless and Fiber sales/service support. This position is responsible for all aspects of Level 1 - frontline call center agent training.

*THIS IS AN IN-OFFICE POSITION THAT WILL REPORT TO OUR RICHARDSON, TEXAS OFFICE. *

Essential Functions

To perform this job successfully, an individual must be able to excel at each essential function, which includes, but is not limited to:

· Identify training needs through observation, KPI reporting, and through consultation with project stakeholders

· Develop and articulate curriculum and produce instructional design and course outlines prior to content development

· Produce and supervise course content production and delivery

· Deliver and host dynamic, energetic, and engaging trainings and meetings with call center staff: in-house trainers (T3), managers, supervisors, QA, and agents

· Manage, develop, and grow 6 offshore training specialists (T3)

· Oversee the creation, development, maintenance, organization, and execution of all forms of AT&T-related training content and delivery

· Oversee call center instructor-led classroom workshops, including, but not limited to: rep training, computer-based virtual training and webinars, Train-the-Trainer (T3) onboarding, QC’ing T3 teach-backs, continuing education efforts

· Ensure the team delivers AT&T-related product and service training to assigned audiences in a dynamic, energetic, personable, engaging, intelligent yet entertaining fashion

· Work side-by-side with the Senior Training Manager and content developers to ensure timely and appropriate training material development and scheduling for all efforts

· Help build, update, and maintain all training materials, including but not limited to: presentations, job aids, reference material, simulations, knowledge base articles, and other pertinent digital vehicles for learning optimization across all assigned platforms and audiences – with a primary focus on frontline customer and seller support for AT&T Wireless and High-Speed internet products and services

· Supervise any content creation vendors to ensure timely but accurate training material delivery

· Ability to gain insights from weekly calls and meetings to formulate strategies within each assigned audience to bring timely, efficient, and unified training messages throughout the project

· Other responsibilities as assigned

Requirements

· Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization

· Wireless, high-speed internet, video customer knowledge

· Minimum 3 years of call center experience, including frontline customer support, as well as presentation and training curriculum development and delivery

· Call Center/QA Supervisor experience highly desirable

· The qualified candidate should be able to create and deliver clear, engaging, aesthetically formatted, and properly animated PowerPoint/Canva content with quickness and ease (includes print materials)

Computer Skills

· Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), Canva, strong computer proficiency, web conferencing (ex. MS Teams, Zoom)

· Adobe Creative Suite, LMS, Cloud storage services

Additional Requirements

· Bachelor’s degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)

· Neat, professional appearance, and outgoing demeanor

· Valid passport

· Some overnight international travel may be required (1-2x/year)

· Spanish Bilingual is a plus but not required

Benefits

· Paid Vacation and Sick Time

· Medical, Dental & Life insurance are available on the first day of the month following your first day of employment

· 401k Plan with employer matching

· Employee Profit Sharing Program

· Ongoing training and development

· 50% AT&T wireless discount

· Potential for career growth - we prefer to promote from within

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