Call Center Trainer

US Tech Solutions; Merrillville (IN); On-site; USD 39,950 - 55,104; Full time

Job summary

A global workforce solutions firm is looking for a Trainer for their Customer Care Center in Merrillville, IN. This role involves delivering training modules, managing trainee performance, and enhancing training content. Candidates should have a high school diploma, 3 years of training experience, and excellent communication skills. This is a 12-month contract position with pay ranging from $29.00 to $40.00 per hour.

Qualifications

• 3 years of training or facilitation experience.
• Ability to travel when required.
• Excellent training capabilities with a focus on complex business processes.

Responsibilities

• Deliver business process training to customer care management and teams.
• Monitor and report on trainee performance.
• Enhance training based on feedback.

Skills

PowerPoint

Excel

Microsoft Word

Verbal communication skills

Presentation skills

Problem-solving

Organizational skills

Time management

Collaboration

Education

High School Diploma

Bachelor's in communication or related field

Tools

E-learning software (e.g., Captivate)

Job description

Overview

The Trainer Customer Care Center delivers in-person, virtual, and e-learning training modules to current Customer Care Center Management, CCC Operation Support, and Customer Service Representatives, as well as all new hires in the training program. Training scope includes call management skills, care center and utility business knowledge, customer information systems (CIS/DIS), business processes related to call handling, scripting, job aids, back-office work, web self-service, chat, technology enhancements, and regulatory processes. This role also makes final determinations on employee training and work readiness/progression status and provides supporting documentation to the CC Management Team.

Base pay range

$29.00/hr - $40.00/hr

Duration: 12 Months Contract to Hire

Responsibilities

• Deliver/conduct Care Center business process training to Customer Care Management, Operation Support Team, Senior Agents, and Customer Service Representatives.


• Manage and direct the work of trainees by monitoring, tracking, and reporting on trainee performance while in training, including capturing performance documentation such as attendance, behaviours, test scores, etc., and reports overall performance to CC Operations.


• Provide 1-2-1 new hire training assessment (test) reviews and coaching along with support OJT activities.


• Classroom management including addressing classroom distractions, technology issues, behavioural issues, etc.


• Continuously enhance training by using feedback to improve and develop a culture of learning.


• Support efforts in conducting training needs analysis to address job performance problems by consulting with Care Center Managers and Team Leads on training problems and solutions.


• Support content review efforts and collaborate with Quality Assurance Specialists and CCC Support Specialists in the continued development of the CSR Call Aid as the central repository for care center business process information and as a key training tool.


• Maintain an accurate training record system for all care center employees including training completion by training courses and/or user.


• Develop and maintain excellent relationships with the Customer Care Center Managers, Team Leaders, Operations Support Group and Management Team.


• Collaborate with QA Team and CCC Support, CCC Operations team members, and business partners to ensure that all care center processes are integrated appropriately.

Experience

• Computer skills including, but not limited to PowerPoint, Excel and Microsoft Word; experience with Teams.


• Ability to travel.


• Excellent training capabilities including verbal, written, interpersonal and presentation skills with emphasis on conveying complex business processes or technical ideas effectively to trainees.


• Ability to troubleshoot, present workable solutions and implement process/policy changes via training.


• Ability to collaborate to meet common business objectives.


• Able to deal with conflict.


• Self-motivated, relationship builder.


• Ability to manage multiple priorities and deadlines in a fast-paced environment.


• Strong work ethic.


• Ability to administer Customer Care Center guidelines.


• Ability to develop and create innovative training solutions.


• Verbal communication skills including listening, persuading and instructing.


• Speaks and presents with impact.


• Strong planning, time management and organizational skills.


• Ability to problem solve, make sound recommendations and decisions.


• Demonstrated success in a teamwork environment.


• Knowledge of adult learning/behavior change methods.


• Ability to work outside business hours as needed.

Preferred Skills

• Course design and development experience.


• Working knowledge of e-learning software such as Captivate, etc.


• Professional Training Certification/Specialty certification.

Education

High School Diploma and 3 years of Training or Facilitation experience. Bachelor’s in communication or related field.

About US Tech Solutions

US Tech Solutions (www.ustechsolutions.com) is a global firm providing a wide range of talent on-demand and total workforce solutions. We are an Equal Opportunity Employer and Prohibit Discrimination and Harassment of Any Kind.

Recruiter Details

Email: [e-mail]

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Training and Customer Service

Industries

• Telephone Call Centers and Professional Training and Coaching