Call Center Trainer

Verida Inc•Villa Rica, GA

21h

About The Position

The Operations Trainer’s primary duties will be to conduct the training program for all newly hired call center personnel, serve as a support person at the contact centers and assist in the development of training. The Trainer will be required to deliver presentations and training in a formal classroom setting and/or a virtual platform. The Trainer will work closely with the Operations Training Supervisor and Learning and Development Leadership to assist in the development of learning materials.

Requirements

2+ year minimum – Call Center experience
Proficiency with MS Office applications including PowerPoint, Word, Outlook and Excel
Duties require professional verbal and written communication skills
Ability to type 40 wpm
Ability to write simple correspondence
Excellent analytical thinking and problem-solving skills
Superior organization skills with the ability to prioritize and manage multiple tasks effectively
Able to work independently with minor supervision
Able to work collaboratively, diplomatically and with integrity in problem-identification and problem-solving activities
Must take direction well
Professional appearance
Positive attitude
Ability to work a flexible schedule which could require weekend and evening training

Nice To Haves

some college coursework preferred

Responsibilities

Conduct classroom training that includes presenting policies, procedures and Insight™ system usage requirement information using a variety of instructional techniques
Deliver quarterly customer service training
Partner with the Learning and Development Leadership to develop, revise and execute training programs that are in line with the overall corporate strategic goals
Assist in the development of training materials and assessment documentation to agree with current practices
Evaluate all trainee progress and provide additional individualized assistance to ensure trainees successfully transition to the Call Center
Provides written feedback to Call Center management regarding training results
Assess the training program with a continuous improvement mindset and present recommendations to Call Center Management for approval
Identifies learning needs and collaborates with leadership to develop operating procedures
Monitor call center associates when training sessions are not scheduled
Make constructive recommendations for improving scripts, programs, and training techniques
Build fun and energy into the classroom and overall training experience
Ability to coach and offer feedback
Other duties as assigned