Call Center Trainer

Southeastrans•Villa Rica, GA

38d

About The Position

The Operations Trainer is responsible for delivering training programs for newly hired call center personnel, supporting contact center operations, and assisting in the development of training materials. This role involves conducting classroom and virtual training sessions, collaborating with Learning and Development leadership, and ensuring trainees successfully transition into their roles.

Requirements

Minimum 2 years in a call center environment.
Proficiency in MS Office (PowerPoint, Word, Outlook, Excel).
Professional verbal and written communication.
Typing speed of 40 WPM.
Strong analytical, organizational, and problem-solving skills.
Ability to work independently and collaboratively.
Positive attitude and professional appearance.
Flexible schedule (including evenings/weekends), up to 25% travel.

Nice To Haves

Bachelor's degree in human resources, Business management or a related field are preferred

Responsibilities

Conduct classroom and virtual training on policies, procedures, and system usage.
Deliver quarterly customer service training.
Partner with leadership to develop and update training programs aligned with corporate goals.
Create training materials and assessment tools.
Monitor trainee progress and provide individualized support.
Provide written feedback to management on training outcomes.
Continuously assess and improve training programs.
Identify learning needs and assist in developing operating procedures.
Observe call center associates and recommend improvements.
Foster an engaging and energetic training environment.
Perform other duties as assigned.