Job Description:

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​The Call Center Trainer is required to design, develop, facilitate and deliver course instruction to call center employees in a professional and effective manner. Proper execution of these responsibilities will improve both individual and organizational performance while building on company goals and expectations.

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Primary Job Functions include, but are not limited to:

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• Conduct needs assessment to identify training needs for new hires and existing employees through open communication with all levels and departments of the organization

• Partner with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience

• Produce, modify, & present training materials pertaining to all operations of Good Sam Enterprises according to business needs

• Conduct new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class

• Conduct recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates

• Oversee new hires in nesting area following the completion of new hire training classes by answering questions and correcting inadequacies before they become habits

• Monitor, evaluate, and/or record training activities in order to assess program effectiveness. Return feedback to training Manager so adjustments can be made in a timely manner, as needed

• Modify teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures)

• Effectively recognize potential growth opportunities in any and all individuals being trained so that the organization may benefit at all times from the best and the brightest within its ranks, making recommendations for additional training or promotions for such individuals as appropriate

• Participate in screening prospective applicants, hire and assign positions based on qualifications and merit

• Lead by setting a strong example in action, integrity, and professionalism

• Assess strengths and weaknesses of individuals and nurture both to create well rounded employees

• Participate in call center operations by taking phone calls or answering e-mails as volume and needs dictate

• Update call center Knowledge Base with new or updated information on an ongoing basis

• Assist in preparing training facilities for upcoming classes, including lifting computer equipment, moving desks, and so forth

• Travel to other locations as required, for the purpose of training and other business-related activities

• Other duties as required

 

Job Requirements/Typical Qualifications:

 

• Pleasant, dynamic personality with a positive attitude

• At least 2 years of higher education completed, including college, certifications, or other professional accredited training

• At least three years of prior training or teaching experience, preferably as a call center trainer or corporate trainer

• Extra consideration given to prior Sales Trainers

• Proven written and verbal communication skills

• Ability to perform within a flexible work schedule, ranging from 7:00am - 7:00pm

• Possess strong interpersonal, public speaking, instructional, and time management skills

• Comfortable speaking and working with people from all walks of life, education levels, and skill sets

• Ability to stand on your feet up to 8 hours a day when in training classes

• Ability to lift up to 30 lbs. and move office equipment around

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Employment Type: Full-Time

Job Type: Human Resources, Training

Education: Graduate Degree

Experience: .At least 5 year(s)

Manages Others: Not Specified

Industry: Education - Teaching - Administration, Telecommunications, Other Great Industries

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