Contact Center Trainer Supervisor

Global Connections to Employment, Inc. • Pensacola, FL

23h • $24 - $28 • Remote

About The Position

The
Contact Center Trainer/Supervisor will oversee the new hire and continuous
talent development
functions supporting Benefits Coordination and Recovery Call Center Services.
This position will build and maintain effective relationships with prime
contractor trainers, Customer Service Representatives, prime contractor
supervisors and work, as applicable, with the Global Connections to Employment
(GCE) corporate office to provide guidance and support to talent
development initiatives. Responsible for providing training, including
but not limited to, classroom-style teaching, videos, or e-learning. Considers
customer service goals and objectives when initiating training programs to
ensure customer service representatives will meet organizational
standards. Adapts prime contractor training and maintains course content,
manuals, or other training materials. Responsible for maintaining training
documentation, call center procedures, policies and compliance
standards. Conducts program evaluations to determine training effectiveness and
recommends program changes to management. Reports to management on matters
of training needs and customer service failures or improvements. Responsible for
supervision of customer service representatives assigned to their area.

Requirements

• Bachelor's degree in education, personnel/human resources or a related field is preferred. May substitute equivalent combination of education and experience.
• Two (2) years of experience as a call center supervisor/lead with an emphasis on corporate, call center training, or adult learning/education (remote or in-person) is preferred.
• Proficiency with Microsoft Office Suite, specifically Outlook, Excel, Word, and PowerPoint.
• Capable of dealing with all levels of management and external customers in a professional business manner.
• Strong written and verbal communication skills, with specific strength in classroom teaching, addressing group audiences, and skills in CSR related software programs.
• Must have strong organization/time management, critical thinking, and decision-making skills.

Nice To Haves

• Certification in Customer Support, Call Center Training, or Quality Assurance is strongly preferred.
• Previous knowledge and experience working with persons with disabilities is strongly preferred.

Responsibilities

• Oversee the new hire and continuous talent development functions supporting Benefits Coordination and Recovery Call Center Services.
• Build and maintain effective relationships with prime contractor trainers, Customer Service Representatives, prime contractor supervisors and work, as applicable, with the Global Connections to Employment (GCE) corporate office to provide guidance and support to talent development initiatives.
• Responsible for providing training, including but not limited to, classroom-style teaching, videos, or e-learning.
• Considers customer service goals and objectives when initiating training programs to ensure customer service representatives will meet organizational standards.
• Adapts prime contractor training and maintains course content, manuals, or other training materials.
• Responsible for maintaining training documentation, call center procedures, policies and compliance standards.
• Conducts program evaluations to determine training effectiveness and recommends program changes to management.
• Reports to management on matters of training needs and customer service failures or improvements.
• Responsible for supervision of customer service representatives assigned to their area.

Benefits

• In addition to offering voluntary benefits like medical, dental, and vision plans as well as voluntary products such as accident, hospital indemnity and critical illness, GCE also provides employer paid benefits, including Paid Time Off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees