Contact Center Trainer

1 month ago

coppell, United States Harris & Harris Full time

Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for friendly, professional, and motivated Trainer to join our Training & Quality Assurance team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today


Trainer


The Trainer is responsible for training of groups of contact center agents, by assisting in developing and delivering training activities and curriculums, and transferring knowledge to new hires with professionalism and dedication.


Location: Our Office in Coppell, Texas

Schedule: Regular business hours are 8:00am to 5:00pm Monday through Friday, must be able to work after hours and on weekends as needed.

Salary: $48,500.00 annually

Additional Compensation and Benefits:

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:

Medical and Dental insurances from premium providers

401K with matching

Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance

Tuition Reimbursement

Paid Time Off, Sick Days, and Wellness Days

Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.


DAY TO DAY

  • Delivers New Hire and ongoing group training session materials as required.
  • Acts as an ambassador to Harris & Harris associates by being an example of professionalism and dedication with a “can do” attitude.
  • Ensures all training presentation materials and modules are current, accurate and complete.
  • Ability to transfer knowledge in a way that limits knowledge gaps upon graduation.
  • Acts as a consultant in the development of training for employees.
  • Collects data from classroom participants, analyzes and uses data to drive the improvement of training programs.
  • Collaborates with the training leadership team to design/assist in the development and improvement of all curriculums.
  • Ensures the preparation and distribution of training calendars, training materials, and other program marketing materials.
  • Identifies, establishes and maintains working relationships with internal SME’s, stakeholders and external providers of training or educational opportunities for employees,
  • Meets with leaders to ensure an ongoing review of training needs and implementation of appropriate workshops.
  • Facilitates interactive training sessions (technical and soft skill) in both live and online environments
  • Assists in developing engaging training activities, scenarios, and simulations to include training aids including reference guides, job aids, based on business needs.
  • Researches and applies current trends and innovative approaches to training in our industry.
  • Performs on-going analysis of existing curriculum to ensure effectiveness, accuracy and business need


WHAT YOU MUST POSSESS

Must Have:

  • Prior 2 – 3 years training or supervisory experience in a contact center environment
  • High School Diploma or equivalent is required
  • Proficiency in MS Office products (Outlook, Word, Excel, PowerPoint, etc.).
  • Knowledge of Content authoring tools such as Camtasia, Articulate, etc.
  • Knowledge of LMS systems such as TalentLMS, Litmos, etc.


Preferred Skills:

  • Strong communication and interpersonal
  • Ability to work with a diverse workforce.
  • The ability to represent Harris & Harris, as well as Harris & Harris policies and procedures with a positive, enthusiastic and energetic attitude.
  • The ability to work in a fast paced/team environment.
  • Dedicated, collaborative attitude with the ability to work with a diverse workforce
  • Attention to detail.


WHY HARRIS & HARRIS?

Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

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