Call Center Training Specialist

1 week ago


Raleigh, North Carolina, United States NRTC Full time
Job Overview

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.
Requirements
  • 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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