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Call Center Trainer
3 months ago
Position Summary
Global Agility Solutions is currently hiring a Trainer to join our stellar call center customer service team to enable customer satisfaction and a positive service experience. Call center trainers are responsible for training new customer service employees and supporting experienced employees to improve their performance. A call center trainer teaches both technical program elements, as well as customer service skills. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated. To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Working closely with clients' personnel to understand, coordinate, and deliver training materials for the respective client programs.
- Gain an in-depth understanding of multiple program rules, policies, and procedures.
- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding call techniques and appropriate agent conduct.
- Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
- Training experienced employees on new or updated call center procedures to improve their performance.
- Observing the daily operations of call center employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Participate in design of call monitoring formats and quality standards.
- Perform monitors of customer email responses.
Minimum Qualifications (Knowledge, Skills, and Abilities)
Requirements:
- Strong written, verbal, and interpersonal communication skills.
- Ability to remember and deliver information in a professional manner.
- Experience in customer service, preferably in a call center environment.
- Computer literacy is required.
- Ability to follow policies, procedures, and regulations.
- Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
- Ability to exercise independent judgment to identify and resolve problems.
- Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.
- Strong analytical skills with high attention to detail and accuracy.
- Bilingual speaking proficiency in Spanish/English preferred
- High School diploma or GED
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Sit for long periods of time.
- Use their hands to handle, control, or feel objects, tools, or controls.
- Repeat the same movements.
- Understand the speech of another person.
- Specific vision abilities required by the job include close vision, and the ability to adjust focus.
- The noise level in the work environment is usually minimal.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.
