Call Center Training Specialist
1 week ago
NRTC is a dynamic, growing cooperative that provides solutions to rural utilities and their customers. We are seeking a skilled Trainer to develop product knowledge and skills for our Call Center team.
Key Responsibilities- Design and deliver training programs to support call center functions, including system, process, policies, product/service, and customer interaction skills.
- Conduct technical training needs assessments and develop training aids to assist with delivery of training.
- Maintain current call center knowledge for each affiliate by taking calls, attending team meetings, and side-by-side observations.
- Recommend and develop supplemental training to existing employees when needed.
- Interact with all areas of the business on products and services to ensure current information.
- Act as liaison to other department personnel for training-related issues and questions.
- Partner with SMEs and peers to address knowledge gaps and areas of opportunity identified through departmental objectives.
- Develop, manage, and organize training library.
- Assist with QA monitoring, feedback, coaching to include measuring training class results through 30, 60, and 90 day post-training evaluations and identify areas of opportunity.
- Provide reporting on effectiveness, progress, improvement.
- Minimum of 3 years Call Center experience required.
- Prior leadership experience in Call Center environment preferred.
- Bachelor's degree in Computer Science, Business, Communication or related field a plus.
We offer a dynamic work environment and opportunities for growth and development.
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