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Call Center Trainer

4 months ago

Glen Ellyn, United States Transdev Full time

Description

Overview As a Training Specialist you will be responsible for developing and delivering training that empowers our customer service Agents to excel in delivering exceptional customer service.You will play a key role in ensuring that our Agents have the knowledge, skills, and tools needed to succeed in their role. You will provide continuous support to new hires and existing staff both in and out of the training environment.The is responsible for the delivery and support of new hire onboarding and employee training. The Training Specialist will handle a range of responsibilities from providing new hire training, creating content, pre-onboarding engagement, coordinating and assisting with other learning and development duties as needed to help create a seamless onboarding and training experience for employees. The starting rate is $25.00/hour. Duties Provide engaging and interactive training sessions for new hires, as well as ongoing training and refresher courses for existing team members in-person and virtually. Collaborate with subject matter experts to design, develop, and update training materials, modules, and resources that align with our customer experience goals. Design a training curriculum that covers various aspects of customer service and service delivery. Tailor training programs to specific roles to ensure that each team member receives relevant and job-specific training. Create and conduct training assessments to promote ongoing skill development. Identify areas for improvement and development among customer service representatives and design targeted training interventions. Utilize e-learning platforms and technology to enhance training delivery and facilitate effective learning experiences. Regularly review and update training materials, manuals, and documentation to ensure accuracy and relevance. Assist in onboarding new call center hires, ensuring a smooth transition into their roles. Incorporate innovative training techniques to enhance the effectiveness of training programs. Provide ongoing coaching and support to call center representatives to reinforce and sustain learning. Perform additional duties and responsibilities as needed and/or assigned. Required Qualifications At least 2 years of training experience required, preferably in a call center or operations control center environment. At least 1 year of supervisory experience required. Professional presentation with strong interpersonal skills Ability to adapt to changing priorities and work in a fast-paced environment. A positive, approachable, team-first attitude Creative and adaptable; able to deliver training in different formats. Excellent communicator; able to effectively describe complicated workflows to different audiences. Passionate about training and development; driven to teach, coach, and improve others. Able to effectively work with team management and provide quality feedback to trainees in both verbal and written formats. Ability to recognize and solve gaps in knowledge for self and team. Self-motivated, detail-oriented individual with very strong organizational and time management skills Ability to design learning content while prioritizing user experience. Ability to travel as needed. Additional Requirements Knowledge of adult learning principles and training methodologies a plus Knowledge of Trapeze preferred. Must possess valid authorization to work in the United States High School Diploma or General Education Degree (GED); some college preferred Proficient in MS Office Suite Must be able to work flexible hours to accommodate multiple time zones Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. This is a hybrid position.Trainings will be conducted both remotely via Teams and in-office.Candidate must be able to attend in-office training whenever necessary. Pre-Employment Requirements Must pass a pre-employment drug test and background check Must provide a complete and verifiable employment history and supply professional references Must be able to pass a computer and/or typing test