Call Center Trainer

Call Center Trainer

Job Summary:

The Call Center Trainer is responsible for leading strategic learning and development activities in the Call Center. The Call Center Trainer is responsible for training from initiation through delivery. The Call Center Trainer must possess project management skills and ability to prioritize work and handle multiple projects simultaneously. The Manager must translate organizational needs into integrated learning and development plans. Must be versed in multiple training modalities.

The Call Center Trainer is responsible for the successful orientation and development of new hires in the contact center. Effective managers will create and implement training modules and exercises that will lead to having results-driven, productive representatives and will foster a collaborative and positive work atmosphere. Ideal candidates possess sales leadership skills in a telemarketing or phone sales capacity and are proficient in various user systems. Essential Functions:

· Maintains positive, consistent and effective communication with staff, peers and senior management

· Designs, develops and delivers technical, sales, and soft skills training based on client and staff needs

· Provides coaching and development for up to 30 days post training for new hires.

· Ensures training meets quality standards and expectations of client, center, and corporation

· Works with program operations and general management teams to address training needs, methods, curriculum, and effectiveness

· Manages all reporting requirements for client, program and corporation.

· Evaluates and delegates work assignments based on training needs and scope of work

· Supports sales team and center management team with new programs throughout development, implementation and maintenance

· Consults with operations, talent acquisition, and quality to determine training needs, procedural updates, trainee performance, etc.

· Makes recommendations to training agenda or curriculum, as necessary

· Attends internal calibration sessions to ensure program compliance and balance

· Work closely with Compliance to ensure that the company's training programs incorporate essential compliance components

· Coach and mentor new hires through the first 90 days of employment

· Monitor new hires recorded calls and provide appropriate coaching & feedback to leadership team

Other Related Duties

· Provides status updates to Call Center Director on training outcomes and programs

· Manages training supplies to ensure budgetary compliance

· Perform other duties as assigned by Call Center Director

· Manages costs and ensures corporate guidelines are adhered to

Minimum Education And Experience

· A Bachelor’s degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field

· Experience in a call center environment

· Significant experience (2+ years) in training design, delivery, and assessment experience

· Some previous telemarketing or phone sales experience

· Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.

Knowledge, Skills and Abilities

· Bilingual skills both English and Spanish perferred

· Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice

· Ability to monitor and record improvements in performance

· Ability to provide feedback and demonstrate a variety of coaching methods

· Good understanding of business acumen

· Independent thinker

· Computer experience/knowledge

· Demonstrated ability to influence and motivate across all levels of employees in multiple locations

· Superior communication skills: both written and verbal

· Excellent listening skills

· Excellent presentation skills

· A wide degree of creativity and latitude is expected

· Knowledge of Windows-based systems, Microsoft Office 365

· Experience with Five9 a plus

· Experience with Lead Perfection- a plus

Work Environment

· Constant work performed in a climate-controlled training/classroom environment

· Some work performed on a call-center production floor

· Remote work and training modules as needed

Physical Demands

· Frequent standing

· Frequent sitting

· Frequent use of hands

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected]. 

If you have a question regarding your application, please contact [email protected]

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