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Call Center Training Manager

2 months ago

Richardson Texas, United States DSI Systems Full time
Job Description

DSI Systems, a leading provider of sales enablement and custom business solutions, is seeking a highly motivated and experienced Call Center Training Manager to join our team. As a key member of our training and development team, you will be responsible for designing, developing, and delivering training programs for our call center agents.

Key Responsibilities:
  • Identify training needs through observation, KPI reporting, and consultation with project stakeholders
  • Develop and articulate curriculum and produce instructional design and course outlines prior to content development
  • Produce and supervise course content production and delivery
  • Deliver and host dynamic, energetic, and engaging trainings and meetings with call center staff
  • Manage, develop, and grow a team of training specialists
  • Oversee the creation, development, maintenance, organization, and execution of all forms of training content and delivery
  • Ensure the team delivers high-quality training to assigned audiences
  • Work closely with the Senior Training Manager and content developers to ensure timely and appropriate training material development and scheduling
  • Help build, update, and maintain all training materials, including presentations, job aids, reference material, simulations, and knowledge base articles
  • Supervise content creation vendors to ensure timely and accurate training material delivery
  • Ability to gain insights from weekly calls and meetings to formulate strategies within each assigned audience
Requirements:
  • Clear, dynamic, and precise communication skills with all levels of employees
  • Wireless, high-speed internet, and video customer knowledge
  • Minimum 3 years of call center experience, including frontline customer support, presentation, and training curriculum development and delivery
  • Call Center/QA Supervisor experience is highly desirable
  • Ability to create and deliver clear, engaging, aesthetically formatted, and properly animated content
  • Strong computer proficiency, web conferencing, and Adobe Creative Suite skills
  • Bachelor's degree from an accredited institution in a related field
  • Neat, professional appearance, and outgoing demeanor
  • Valid passport
  • Some overnight international travel may be required