RCCS Operations - Training Facilitator

Russell Cellular•Springfield, MO

About The Position

The Training Facilitator is responsible for delivering engaging, effective new-hire training across all call center lines of business, including Cuonsumer and Business Sales. This role ensures new employees are equipped with the knowledge, skills, and confidence needed to succeed from day one. The Training Facilitator also supports ongoing employee development, partners closely with leadership to identify training needs, and contributes to curriculum design and continuous improvement of our training programs.

Requirements

Facilitation or training delivery experience preferred.
Retail wireless sales experience preferred but not required.
Strong understanding of call center operations, including expert-level knowledge of outbound sales and inbound sales
Ability to design, develop, and deliver effective training programs for adult learners.
Creativity and problem-solving skills to adapt content for various learning styles.
Experience in a fast-paced learning & development or training-focused environment.
Knowledge of curriculum development and instructional design principles.
Excellent verbal and written communication skills, including strong presentation capabilities.
Positive, engaging, collaborative, and flexible personality with a good sense of humor.
Ability to work independently while contributing to team objectives.
Proficiency in Microsoft Excel and Word.

Responsibilities

Facilitate new-hire training for all call center roles, ensuring an expert-level explanation of responsibilities.
Provide day-one onboarding and skills development for new hires, ensuring they understand expectations, systems, and performance standards.
Support new hires during the transition from training bay to production teams, offering observation-based feedback and coaching to drive early success.
Maintain and uphold Russell Cellular’s talent standards by delivering comprehensive and consistent training at the start of employment and throughout the employee lifecycle.
Partner with call center leadership to identify employee performance gaps, create improvement plans, and develop targeted training initiatives.
Collaborate with the Training Manager to maintain, update, and enhance new-hire training curriculum.
Develop and maintain ongoing training and development programs for existing employees.
Analyze training effectiveness and make data-driven recommendations for curriculum enhancements.
Coordinate with leadership to identify training needs and schedule appropriate ongoing training sessions.