Contact Center Trainer

Peckham, Inc. • Phoenix, AZ

14d

About The Position

The Contact Center Trainer plays a critical role in empowering Peckham’s workforce by developing and delivering engaging, and accessible training programs that align with our mission. This position is responsible for the creation, implementation and facilitation of course curriculum for new and existing employees equipping employees with the knowledge and skills needed to meet and exceed expectations within a call center training environment. Key responsibilities include designing and facilitating comprehensive training sessions, collaborating with leadership to identify learning needs, and ensuring that training initiatives drive exceptional service and operational excellence. This role is a first shift, however there may be special requests to work nights and/or weekends to accommodate various shifts and business needs

Requirements

• High School Diploma or GED equivalent
• 1-2 years of experience delivering training to adults in a business or educational format.
• Minimum six months as an CCS agent or ability to obtain agent certification upon hire.
• Excellent planning, class management and coordination skills and ability to work with a variety of learning styles, communication styles, and provide accommodations where indicated.
• Ability to work with differently abled individuals.
• Strong understanding of adult learning theory, curriculum design principles, and instructional design principles and models.
• This position requires passing and maintaining federal and state security background checks.
• U.S. Citizenship required due to security clearances.
• Expertise in using Microsoft Office products (Outlook, Word, Excel, Power Point).

Nice To Haves

• Bachelor’s degree from an accredited college or university in the areas of Adult Learning, Education, Business, or another related field.
• Experience providing training, coaching, or mentoring individuals with disabilities.
• Experience creating training materials and assessments/evaluations.
• Preferred experience using Workday, SharePoint, or Cornerstone LMS.
• Experience with Captivate or similar author/content creating software.
• ATD or other Learning and Development, Curriculum Design or Instructional Design certification

Responsibilities

• Facilitate a variety of training courses such as (GI Training, AppLine Training, Service Mentor, etc.), and other courses specifically tailored to new and existing Customer Service personnel at all levels.
• Analyze, identify, and respond to emerging training requirements resulting from the constantly evolving nature of the passport process and provide advice and assistance to Training Coordinators, regarding training and training needs assessment matters.
• Design new or redesign existing courses and implement new and updated courses for training, and other topics to address unique Passport Service/Procedures training needs based on Standard Operating Procedures and ensure alignment to Knowledge Articles.
• Provide positive classroom management by fostering strong, respectful relationships with trainees and create an engaging learning environment.
• Model effective and appropriate behaviors and demonstrate expected behavior indicating that you care about their success in their role.
• Effective planning and scheduling to manage training sessions and materials.
• Participate in the development and implementation of new training methodologies to improve learning effectiveness for CSRs at all levels, to maximize learning outcomes.
• Participate in the planning, development, and piloting of new/experimental training programs.
• Monitor the progress of trainees and provide actionable feedback for improvement on assessments and certifications
• Provide clear and concise assessments of trainees’ progress during training.
• Maintain open lines of communication with trainees and supporting departments to provide wrap around support to maximize learning outcomes.
• Track, measure, and evaluate results from assessments and adjust facilitation to support learner needs in the moment.
• Recommend actions to improve the quality and effectiveness of training in concert with trainers from other locations, and training coordinators
• Promote Peckham’s vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders
• Technical proficiency with call center technologies and training tools.
• Access and utilize curriculum and instructional design tools to develop effective learning solutions (Example: Captivate, Camtasia, Canva, Doodly).
• Maintain familiarity with Standard Operating Procedures and have a thorough understanding of operations and the quality assurance process.
• Collaborate with team members, and other members of the organization to develop, assess and refine training materials.
• Assist in maintaining organization wide quality standards.
• Assists in the training of people with disabilities, as needed.
• Maintain a safe and clean work environment
• Other related duties as assigned

Benefits

• Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees