Onsite Call Center Training Specialist

ACT; Saint James (MN); On-site; USD 21,000 - 34,000; Full time

Job summary

Advanced Call Center Technologies in Minnesota is seeking a Trainer to deliver company and client training programs to new hires and existing staff. Under the direction of the Director of Training & Quality, you will facilitate classroom sessions, coordinate on-the-job training, and ensure materials are up to date.

The role supervises 10-30 trainees per class, requires strong Windows software skills, good speaking and writing abilities, and the ability to coach employees to meet performance

Qualifications

• High School diploma/GED required; associate degree preferred.
• Minimum of one year of related call center experience.
• Supervisor or training experience preferred.

Responsibilities

• Delivers training on program content, product information, and company and client expectations to students in a classroom environment.
• Facilitate training programs according to company and client guidelines.
• Prepares and sets-up classroom.
• Prepares training course materials for each class and maintains instruction manuals.
• Develops and implements job aids for trainees.
• Track and report upon the progress of the training class.
• Identifies at-risk employees and implements an individual coaching plan for success.
• Maintain class roster, attrition reports and weekly productivity reports.
• Provide well prepared employees who know and understand the program, client, products, policies and productivity expectations.
• Provides call floor support during employee transition from training to production environment
• Deliver refresher training and program update training to existing employees as required.
• Attends train-the trainer sessions and stays current on curriculum content changes.

Skills

Windows & web basics

MS Word, Excel, Outlook

Public speaking

Report writing

Data analysis

Problem solving

Education

High School diploma/GED

Associate degree or some college preferred

Job description

Advanced Call Center Technologies in Minnesota is seeking a Trainer to deliver company and client training programs to new hires and existing staff. Under the direction of the Director of Training & Quality, you will facilitate classroom sessions, coordinate on-the-job training, and ensure materials are up to date.

The role supervises 10-30 trainees per class, requires strong Windows software skills, good speaking and writing abilities, and the ability to coach employees to meet performance