Contact Center Trainer

AmFirst Career • Birmingham, AL

2d • Onsite

About The Position

Evaluates and facilitates training for all MSC functions for new hires as well as ongoing training for current employees. This may also include assisting the Team Leads and Contact Center Managers with identifying when refresher training is needed. Develop and deliver training material for courses focusing on the following components - new-hire onboarding, refresher courses, processes, products and systems, new project launches and member experience. Demonstrates extensive knowledge of the core system, functions, and procedures. Works cooperatively with Team Leads and Contact Center Managers to design, implement, and evaluate training. This includes suggestions for improving tools and engagement. Assist Team Leads and assist on phones when necessary. Performs other related duties as required.

Requirements

• Three to five years of experience as a Contact Center Representative, including new-account experience and/or serving as one of the department's designated training buddies.
• A high school education or GED.
• Must be able to operate related computer software (Word, PowerPoint) and business equipment, including a projector, screen, public address equipment, and other training aids.
• Professional appearance, dress, and attitude are required.
• Public speaking and presentation skills.
• Ability to evaluate learning style and adjust training accordingly.
• Planning and time management skills.
• Flexibility with department scheduling, procedures, and priorities.

Nice To Haves

• Canva experience is preferred but not required.

Responsibilities

• Evaluates and facilitates training for all MSC functions for new hires as well as ongoing training for current employees.
• Assists the Team Leads and Contact Center Managers with identifying when refresher training is needed.
• Develops and delivers training material for courses focusing on new-hire onboarding, refresher courses, processes, products and systems, new project launches and member experience.
• Demonstrates extensive knowledge of the core system, functions, and procedures.
• Works cooperatively with Team Leads and Contact Center Managers to design, implement, and evaluate training.
• Makes suggestions for improving tools and engagement.
• Assists Team Leads and assists on phones when necessary.
• Performs other related duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED