Trainer (Limited Service)

KG Call Center•Tampa, FL

11d•$26 - $26•Onsite

About The Position

Kenific Group Call Center Operations (KGCCO) is a government contracting company and we operate a high-volume call center in Tampa, FL. We are looking for a motivated and enthusiastic trainer to assist our new hire customer service representatives (CSRs) and we have several positions available now! This is a leadership position for individuals with call center experience who want to help employees reach their full potential.

Requirements

Problem solving, and organizational skills.
High degree of flexibility and ability to effectively prioritize and complete several tasks.
Ability to work independently.
Ability to work effectively in a team environment.
Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
Excellent presentation and public speaking skills.
High attention to detail.
PC Proficiency, especially focused on Outlook and Microsoft Word, Excel, and PowerPoint.
Professional demeanor and attitude.
U.S. citizenship is required.
Must be able to pass a standard background check, including criminal and education checks.
This company uses E-Verify to confirm each employee's work authorization.

Nice To Haves

Bachelor's degree or appropriate combination of education and a minimum of 1 year training experience preferred.
6 months of supervisory or leadership experience is preferred.
Minimum of 2 years of customer service, leadership, and team interaction skills are preferred.
Previous call center experience as a CSR is highly desired.
Minimum 1 year experience with delivery of classroom training or other formal presentations where that is the major job responsibility preferred.
Bilingual (Spanish) skills are highly desired.

Responsibilities

Facilitate training to ensure consistent and complete understanding of the program while adapting instruction of material to meet the diverse needs of the adult learner.
Planning, coordinating, and conducting training for new personnel. Activities may include but are not limited to, securing training space, classroom step-up, securing training resources, and collection and entry of training data.
Monitor progress of trainees during training and coaching for improvement.
Identify performance gaps, causes of performance gaps, and provide solutions to the Training Delivery team.
Provide coaching about job performance and quality assurance to employees after training.
Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance.
Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.
Ensure that all training documentation and data are completed, and that materials are delivered according to the guidelines.
Complete CSR observations to observe trends to make recommendations for changes in scripting and training.
Complete peer audits to share best practices and aid in improving peers' facilitation and knowledge skills.
Attend weekly conference calls, workgroups, and meetings.
Travel may be required.