Call Center Trainer

Peraton•Fort Huachuca, AZ

1d•Onsite

About The Position

Peraton is seeking a Call Center Trainer to support the Action Request Center (ARC) for their Customer. This role is crucial for building a high-performance team and ensuring the quality of work within a Mission Critical Customer environment. The position is located on-site at Fort Huachuca.

Requirements

BS/BA degree or 4 years of experience in lieu of a degree
CompTIA Sec +
Active Secret Clearance required

Responsibilities

Work directly with the Team Lead, acting as interim Lead in their absence (as assigned)
Facilitate and deliver training to the team, ensuring consistency and quality of work through coaching and best practices
Utilize current training materials and develop/maintain future materials as necessary
Ensure adherence to team, organizational, and company policies and procedures
Assist with interviewing and hiring candidates suited for a dynamic and energetic environment
Support team building and mentoring of employees
Perform duties of ARC Analyst when necessary
Assist with auditing, tracking, and trending of processes as needed
Support data compilation and reporting requirements
Review and maintain TTP/SOP documentation and team job aids
Handle administrative and reporting tasks in the absence of the Team Lead (as assigned)
Provide coverage for any shift within our 24/7 environment as needed
Manage ServiceNow Dashboard
Complete weekly and monthly reporting