Call Center Trainer

Verida Inc; Villa Rica (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Verida Inc in Villa Rica, GA is seeking a Call Center Trainer to lead onboarding of new call center staff and support training initiatives across centers.

The role includes delivering in-person and virtual training, developing learning materials, and collaborating with the Learning and Development team to align programs with company goals. Travel up to 25% may be required.

Qualifications

• 2+ years of call center experience.
• Proficient with MS Office (PowerPoint, Word, Outlook, Excel).
• Excellent verbal and written communication.
• Type at least 40 wpm.
• Strong analytical thinking and organization.
• Able to work independently with limited supervision.
• Willing to travel up to 25% and flexible hours.

Responsibilities

• Conduct classroom training for policies and system usage information using varied instructional techniques.
• Deliver quarterly customer service training.
• Develop, revise and execute training programs aligned with corporate goals.
• Assist in development of training materials and assessment documentation.
• Evaluate trainee progress and provide additional coaching.
• Provide written feedback to Call Center management on training results.
• Assess the training program and propose improvements to leadership.
• Identify learning needs and help develop operating procedures.
• Monitor associates during training sessions.
• Suggest improvements to scripts, programs and training techniques.
• Build energy into the classroom and training experience.
• Other duties as assigned.

Skills

Call center experience

MS Office proficiency

Communication skills

Typing 40 wpm

Analytical thinking

Organization skills

Independent work

Team collaboration

Flexible schedule

Travel up to 25%

Education

High school diploma or equivalent

Tools

PowerPoint

Word

Outlook

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Trainer

Admin Support Worker Villa Rica, GA, US

2 days ago Requisition ID: 2602

SUMMARY

The Operations Trainer’s primary duties will be to conduct the training program for all newly hired call center personnel, serve as a support person at the contact centers and assist in the development of training. The Trainer will be required to deliver presentations and training in a formal classroom setting and/or a virtual platform. The Trainer will work closely with the Operations Training Supervisor and Learning and Development Leadership to assist in the development of learning materials.

ESSENTIAL FUNCTIONS

• Conduct classroom training that includes presenting policies, procedures and Insight system usage requirement information using a variety of instructional techniques
• Deliver quarterly customer service training
• Partner with the Learning and Development Leadership to develop, revise and execute training programs that are in line with the overall corporate strategic goals
• Assist in the development of training materials and assessment documentation to agree with current practices
• Evaluate all trainee progress and provide additional individualized assistance to ensure trainees successfully transition to the Call Center
• Provides written feedback to Call Center management regarding training results
• Assess the training program with a continuous improvement mindset and present recommendations to Call Center Management for approval
• Identifies learning needs and collaborates with leadership to develop operating procedures
• Monitor call center associates when training sessions are not scheduled
• Make constructive recommendations for improving scripts, programs, and training techniques
• Build fun and energy into the classroom and overall training experience
• Ability to coach and offer feedback
• Other duties as assigned

QUALIFICATIONS REQUIRED

• 2+ year minimum – Call Center experience
• Proficiency with MS Office applications including PowerPoint, Word, Outlook and Excel
• Duties require professional verbal and written communication skills
• Ability to type 40 wpm
• Ability to write simple correspondence
• Excellent analytical thinking and problem-solving skills
• Superior organization skills with the ability to prioritize and manage multiple tasks effectively
• Able to work independently with minor supervision
• Able to work collaboratively, diplomatically and with integrity in problem-identification and problem-solving activities
• Must take direction well
• Professional appearance
• Ability to work a flexible schedule which could require weekend and evening training
• Up to 25% Travel, as needed

MINIMUM REQUIRED EDUCATION

• High school diploma or equivalent; some college coursework preferred.