See more Collapse

Contact Center Training Specialist

1 month ago

Dallas, United States Southern Scripts Full time
Contact Center Training Specialist

Role and Responsibilities

The contact center training specialist is responsible for developing and conducting employee training programs for the organization.
  • Evaluating strengths and weaknesses and utilizing metrics and reporting to identify training needs.
  • Conducts customer service training as well as training in other various areas (including personal development skills).
  • Confers with management, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
  • Formulates teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.
  • Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.
  • Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
  • Tests trainees to measure progress and to evaluate effectiveness of training.
  • Reports on progress of employees under guidance during training periods. Maintain trainee records.
  • Track, report and address trainee attendance, engagement, participation, progress, test/quiz grades, and time to proficiency.
  • Develop and maintain training materials, tests, quizzes, games, etc.
  • Handle all new hire training and provide nesting support.
  • Develop and maintain mentor guidelines, expectations, schedules.
  • Conduct refresher training for teams/small groups with areas of opportunity
  • Utilize QA reports to identify areas to retrain, role play and assist supervisors in agent development.
  • Manage and maintain repository of reference materials.
  • Own ensuring new information and changes are packaged and delivered effectively to the staff.
  • Responsible for communicating/documenting policy/process changes for reference and training on changes.
  • Rotate as manager on duty coverage on weekends and in support roles (i.e. teams group).
  • Participate in calibrations.
  • Coordinate with supervisors to deliver training specific to their team’s needs
  • Facilitate night and weekend classes as needed.
  • Abide by all obligations under HIPAA related to Protected Health Information (PHI).
  • If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
  • Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
  • Flexibility to understand, appreciate and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
What We Have to Offer

Our benefits package is designed to keep our employees happy and healthy – physically, mentally and financially.
  • Servant Culture
  • Medical, Dental, Vision insurance
  • Disability and Life insurance
  • Employee Assistance Program
  • Remote work options
  • Generous Paid-Time Off
  • Annual Reviews and Development Plans
  • Retirement Plan with company match immediately 100% vested
Required Skills and Competencies
  • Customer Service.
  • Ability to master the full training cycle.
  • Sound decision making and organizational skills.
  • Ability to present complex information to a variety of audiences and learning styles.
  • Problem Solving/Analysis.
  • Time Management.
  • Communication.
  • Teamwork.
  • Technical Capacity (proficiency in MS office and in company database software).
  • Leadership.
  • Must be able to successfully develop and teach modules in both an in person and remote environment.
Supervisory Responsibility
  • Supervise CSRs in a training environment.
  • Responsible for the overall direction, coordination, and evaluation of this unit.
  • Carry out supervisory responsibilities in accordance with the training department procedures.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Manage and lead in a manner that supports the Call Center Manager’s vision and conducive to the creation of a positive and effective work culture.
  • Work as part of a supervisory team coordinating efforts to maintain a consistent operation.
Position Type and Expected Hours of Work

This is a full-time hourly position. Days of work are Monday through Friday, with occasional after-hours or weekend duties.

Travel

Minimal travel expected.

Required Education and Experience
  • Associate degree or 2 years of college experience.
  • 2 years of customer service experience.
Preferred Education and Experience
  • Bachelor’s degree preferred.
  • Supervisory/training background preferred.


Liviniti, LLC and all entities provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Liviniti expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/V/D

We have other current jobs related to this field that you can find below

  • Contact Center Specialist

    3 months ago

    Dallas, United States Baylor Scott & White Health Full time

    JOB SUMMARY The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails, and electronic requests to assist as front-line help for product and/or service requests. This may include, but is not limited to, technical help, answering questions, registering new patients, scheduling healthcare appointments,...

  • Contact Center Specialist

    2 months ago

    Dallas, United States Baylor Scott & White Health Full time

    JOB SUMMARYThe Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails, and electronic requests to assist as front-line help for product and/or service requests. This may include, but is not limited to, technical help, answering questions, registering new patients, scheduling healthcare appointments,...

  • Sr., Contact Center Specialist

    3 hours ago

    Dallas, United States Parkland Memorial Hospital Full time

    Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as entry-level preceptor for lower level staff. MINIMUM SPECIFICAT Specialist, Healthcare, Education, Skills, Experience

  • Sr., Contact Center Specialist

    11 hours ago

    Dallas, Texas, United States Parkland Health and Hospital System Full time

    Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a...

  • Contact Center Agent

    2 months ago

    Dallas, United States Resource One Credit Union Full time

    CALLING ALL FUTURE RESOURCE ONE TEAM MEMBERS: Are you a solutions oriented individual committed to providing outstanding member service? Are you ready to display your caring, compassionate and enthusiastic side to the members that we serve and ensure that all of their questions and concerns are answered in a prompt, courteous and professional manner? Are...

  • Financial Contact Center Representative

    3 weeks ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE FINANCIAL SERVICES SECTOR We are hiring customer service representative to support inbound and outbound customer service projects for Finacial Services clients. We are seeking qualified professionals who will work to ensure our organization is providing world class service to our members,...

  • Contact Center Representative | Dallas, TX

    4 weeks ago

    Dallas, United States MCI Careers Full time

    LOCATION: Dallas, TX JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: $13.10 - $17.10 / hour APPLICATION DETAILS: No Resume Required, On-site Interview POSITION OVERVIEW: CONTACT CENTER REPRESENTATIVE | DALLAS, TX We are looking for contact center representatives in the Dallas, TX area to support inbound and outbound customer service and sales projects...

  • Contact Center Representative | Dallas, TX

    4 weeks ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: CONTACT CENTER REPRESENTATIVE | DALLAS, TX We are looking for contact center representatives in the Dallas, TX area to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will work directly with customers to respond to inquiries, manage complaints, troubleshoot customer service...

  • Contact Center Representative | Dallas, TX

    4 weeks ago

    Dallas, United States MCI Military Recruitment Full time

    POSITION OVERVIEW: CONTACT CENTER REPRESENTATIVE | DALLAS, TX We are looking for contact center representatives in the Dallas, TX area to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will work directly with customers to respond to inquiries, manage complaints, troubleshoot customer service...

  • Contact Center Specialist-PT Days

    2 months ago

    Dallas, United States Parkland Memorial Hospital Full time

    Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. MINIMUM SPECIFICATIONS Education: None. Experience: Must have one year of Benefits, Specialist, Healthcare, Education, Skills

  • Bilingual Contact Center Representative

    3 months ago

    Dallas, United States MCI Careers Full time

    LOCATION: Dallas, TX JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: $15.00 - $19.00 / hour BENEFITS & PERKS: LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises APPLICATION DETAILS: No Resume...

  • Bilingual Contact Center Representative

    3 weeks ago

    Dallas, United States MCI Careers Full time

    LOCATION: Dallas, TX JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: $15.00 - $19.00 / hour BENEFITS & PERKS: LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises APPLICATION DETAILS: No Resume...

  • Bilingual Contact Center Representative

    2 months ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: BILINGUAL CONTACT CENTER REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for bilingual contact center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. You will be responsible for answering inbound and outbound calls, handling customer questions...

  • Bilingual Contact Center Representative

    3 weeks ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: BILINGUAL CONTACT CENTER REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for bilingual contact center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. You will be responsible for answering inbound and outbound calls, handling customer questions...

  • CONTACT CENTER TOLLING REPRESENTATIVE

    1 month ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot...

  • CONTACT CENTER TOLLING REPRESENTATIVE

    1 month ago

    Dallas, United States MCI Military Recruitment Full time

    POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions. In this role, you will handle inbound inquiries, troubleshoot...

  • Entry-Level Contact Center Agent

    3 months ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEWENTRY-LEVEL CONTACT CENTER AGENT (PART-TIME) We are looking for part-time call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell...

  • Entry-Level Contact Center Agent

    2 months ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: ENTRY-LEVEL CONTACT CENTER AGENT (PART-TIME) We are looking for part-time call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell...

  • Entry-Level Contact Center Agent

    4 weeks ago

    Dallas, United States ValorVIP Full time

    POSITION OVERVIEW: ENTRY-LEVEL CONTACT CENTER AGENT (FULL-TIME) We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on...

  • Dallas Contact Center Representative

    2 months ago

    Dallas, United States MCI Careers Full time

    LOCATION: Dallas, TX SALARY: $15.00 / hour POSITION OVERVIEW: CONTACT CENTER REPRESENTATIVE (PART-TIME) We are looking for call center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. You will be responsible for answering inbound and outbound calls, handling customer questions and complaints...