Call Center Trainer
About The Position
At Fieldprint, we’re more than a leader in identity management services — we’re a team driven by purpose, innovation, and a commitment to making a difference. We provide a full range of secure, efficient services including Livescan fingerprinting, fingerprint enrollment, Form I-9 Section 2 completion, badge photography and processing, and fitness determinations for a wide range of clients — from corporations and non-profits to federal, state, tribal, and local government agencies. As a pioneer in the industry, we’ve built a reputation for developing advanced technology that delivers fast, accurate results. But what truly sets us apart is our people. Fieldprint is powered by a diverse team of thoughtful, dedicated professionals who bring kindness, collaboration, and passion to everything we do. If you're looking to grow your career in a mission-driven environment where your contributions matter, we’d love to meet you.
Requirements
- Excellent time management
- Excellent verbal, written communication and presentation skills
- Proficiency in M.S. Office Suite including Outlook, Word, Excel, and PowerPoint.
- Must have excellent customer service soft skills
- Tech savvy with knowledge of relevant computer programs and telephone equipment
- Reliable transportation is required for travel
- A driver's License and reliable transportation will be required for traveling to Warminster, PA for training as needed.
Nice To Haves
- A college degree is preferred.
Responsibilities
- Responsible for training new applicant services employees and supporting experienced employees to improve their performance.
- Create educational materials, conduct training sessions, and ensure staff members stay motivated during training.
- Assist in facilitating on-the-job coaching when necessary.
- Develop, maintain and organize all educational materials and training curricula for all FP Call Center staff members, (i.e., Training curricula, Work Instructions, Cheat Sheets, etc.).
- Identify individual and team skill gaps that may have a direct impact on Call Center agent performance.
- Maintain a consistent schedule for any up-training needs.
- Maintain all Training department reporting.
- After 2 weeks of call experience, complete new hire call auditing to identify knowledge gaps and possible competency issues.
- Identify and make recommendations for refresher training as needed.
- Maintain a consistent schedule to review all training materials to ensure materials are relevant and support current business needs.
- Periodically assess the impact of each educational/training course to establish effectiveness and agent training satisfaction, including new hires.
- Provide product/service information by answering questions and offering assistance
- Fulfilling and preparing ad-hoc reporting requests using department available tools such as Excel, Word, Finesse, CUIC, etc.
- Liaise with department managers to identify training structure and training needs for Call Center staff members.
- Participate in and prepare auditing information whenever needed.
- This position could supervise new hires during training with a direct line into department manager.
- Maintain attendance records for new hires during training.
Benefits
- Medical, dental and vision coverage with spouse/family coverage options
- 401K plan with generous company match
- Flexible spending accounts
- Voluntary insurance coverage plans (life, disability, etc.)
- Paid lunch breaks
- Paid time off
- Paid holidays
- Paid training program/ Internal employee development
- Overtime options available
- Casual dress code
- Flexible work schedules
- Employee referral bonus program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
