Contact Center Training Specialist

4 weeks ago

Olathe, United States DH Pace Full time

DH Pace Company, Inc. in Olathe, KS is aspiring to hire a Contact Center Training Specialist to join our team. This key role is responsible for designing, delivering, and overseeing training programs that enhance the performance of our customer service teams across multiple locations.

Key Responsibilities:

  • Assess the training needs of Customer Service Representatives (CSRs) and develop engaging, effective training programs to enhance their skills.
  • Lead both new hire onboarding and ongoing training sessions for existing team members.
  • Work closely with business leaders and other departments to integrate performance data into training plans, ensuring that training initiatives align with business goals.
  • Use data and feedback to refine training content and delivery methods.
  • Create and maintain training manuals, facilitator guides, and other materials to ensure consistent delivery of high-quality training.
  • Keep training resources up-to-date and in line with company policies and changes.
  • Track employee participation in training programs and measure the impact of training on key performance indicators (KPIs) and call quality. Provide regular reports on training progress and effectiveness.
  • Assist in analyzing call quality, performance metrics, and other operational data to identify areas where additional training may be needed.
  • Additional Responsibilities: Support special projects and be available to work additional hours if required. Uphold high standards of professionalism, ensuring compliance with company policies and safety procedures.
Qualifications:
  • Bachelor's degree is preferred
  • A minimum of two years of experience in training and facilitation.
  • Strong experience in engaging adult learners across all levels of an organization is essential.
  • Experience in contact center operations is a plus but not required.
  • Exceptional communication and presentation skills are a must.
  • Comfortable interacting with employees of varying experience levels and able to foster a positive learning environment.
  • Proficiency with Customer Relationship Management (CRM) software and phone systems is required.
  • Ability to work under pressure and adapt to changing needs. Must be willing to travel and work overtime or weekends as necessary.
Why DH Pace?

DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 yearsWe have 50+ US offices in 24 states with 2023 company-wide sales of $1 billion.

Our benefit offerings include:
  • Medical, dental, and vision options: Available on the 1st day of the month following your start date
  • Paid time off plan
  • Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
  • Floating Holidays: Up to 2 floating holidays per year
  • Competitive compensation: Including annual performance evaluations
  • 401k retirement plan: Including an employer match
  • Company paid: Life insurance, short-term disability, & long-term disability
  • and more

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire

DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies.Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc.Please, no phone calls or emails.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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