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Call Center Training Specialist
3 months ago
**Call Center Training Specialist**
**Job Status: Full-Time**
**Industry: Call-Center, Collections, Sales, Customer Service**
**Compensation: Salary**
ARS is seeking a motivated, energetic, and reliable **Call Center Training Specialist** to partner with our management staff and support our growing team. If you are a skilled, self-motivated, professional who aspires to teach, coach, and develop people, then the ARS Training Team is the place for you You will be responsible for facilitating the training required to effectively develop new account representatives and conduct ongoing training for existing employees.
**Primary Job Duties**
- Engage all learners at all levels to improve performance
- Deliver pre-designed course material in both group and one-on-one sessions
- Review course material and recommend changes, additions or deletions to the Curriculum Designer to enhance the effectiveness of the program
- Maintain administrative records of all learners with 100% accuracy
- Manage new hires as a team and introduce Account Representatives to production expectations and team environment
- Mentor, coach, and evaluate new hire’s progress including skills assessments, call listening, Learner Exam and Practicum (LEAP) and recommendations of separation for poor performers
- Conduct quality assurance monitoring of new hire Account Representatives to ensure quality graduates to the production floor.
- Provide feedback on new hires to Production Supervisors and Site Directors regarding skill-sets, Client fit, and potential team placement of graduating new hires.
- Provide feedback to Recruiting Specialist on new-hires coming into the training program.
- Support the annual recertification process to ensure site is 100% compliant in all required training
- Cross train to understand primary functions of the entire HR Team to provide back-up for site Human Resource Generalist, Recruiting Specialist, and Training Specialists at other sites
- Reviews and act on evaluation data and feedback provided by classes to improve the delivery and results of training program.
**Competencies**
**Organization**
- Decision Quality - Making good and timely decisions that keep the organization moving forward.
- Drives Results - Consistently achieving results, even under tough circumstances.
- Communicates Effectively - Clearly communicates messages through appropriate channels and listens to understand and respond.
- Being Resilient - Rebounding from setbacks and adversity when facing difficult situations.
- Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
**Position Specific**
- Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organization goals.
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
- Courage - Stepping up to address difficult issues, saying what needs to be said.
- Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
**Technical and/or Functional Skills & Knowledge**:
- Ability to use group facilitation strategies that promote the development of a safe, learner-centered environment, group cohesion, comfort with risk taking (such as role playing with their peers), and commitment to common learning objectives.
- Experience using a variety of group management strategies, and intervenes to manage problematic behaviors without alienating either the individual or group.
- Ability to communicate and interact across business and with business partners as required; work in team-oriented environment.
- Strong analytical skills to evaluate instructional effectiveness and assess learners’ performance.
- Passion for excellence, high level of energy, strong ability to energize others.
**Qualifications**
- Bachelor’s degree in Training and Development, Human Resources, Education, or Instructional Design or 2+ years’ work experience in related training field or a Lead/Supervisor position.
- Demonstrated Knowledge of adult learning theories as applied to training and development.
- Experience working with Learning Management Systems (LMS) preferred but not required.
**Work Environment**
While performing the duties of this job, the employee regularly works in a climate-controlled setting, seated continuously and is sedentary the majority of the work day. This position routinely uses standard office equipment such as computer, phones and photocopiers.
**Physical Demands**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is continuously required to use hands and fingers to handle, feel or operate office equipment such as computers, phones and photocopiers; and have moderate reach with hands and arms. The employee is regula
