Specialist, Call Center Trainer
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About The Position
The Specialist, Call Center Trainer position is pivotal in leading the training and development initiatives for all call center team members. This role involves collaborating closely with both leadership and team members to execute and monitor training plans effectively. The trainer will identify areas where team members can improve and will work with both internal and external resources to ensure that all team members are well-equipped to fulfill their job responsibilities. The trainer will play a crucial role in enhancing the overall performance of the call center by ensuring that training programs are aligned with the department's goals and objectives. In this role, the trainer will be responsible for executing all training programs for team members and supervising any training that is administered by external department sources. They will support the training and development direction established by department leadership and will be tasked with establishing and maintaining relationships with external training resources and vendors. Additionally, the trainer will author and maintain the department's training and development strategic roadmap, ensuring that it aligns with the leadership's vision and the broader goals of Training and Organizational Development. Monitoring the training progress of team members is another critical aspect of this position. The trainer will adjust individual training plans as necessary to meet the performance goals agreed upon by the team member's manager. Furthermore, the trainer will develop and maintain all training materials for both team member and departmental use, as directed by department leadership. They will also serve as a valuable resource to department leadership in identifying team members who are suitable for future opportunities based on their skill sets and the business's needs.
