Contact Center Trainer

AmFirst • Birmingham, AL

3d

About The Position

The Contact Center Trainer is responsible for evaluating and facilitating training for new hires and current employees within the Contact Center. This role involves developing and delivering training materials on various components such as onboarding, refresher courses, processes, products, systems, new project launches, and member experience. The trainer must demonstrate extensive knowledge of core systems, functions, and procedures, and collaborate with Team Leads and Contact Center Managers to design, implement, and evaluate training programs. Additionally, the role may require assisting Team Leads and handling phone duties when necessary, as well as performing other related duties.

Requirements

• Three to five years of experience as a Contact Center Representative.
• New-account experience and/or serving as one of the department's designated training buddies.
• High school education or GED.
• Ability 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.
• 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 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