Call Center Trainer

About the role

This position is responsible for training in accordance with ISO9000 2015 Standards. Also, has the responsibility for the development, implementation, and maintenance of various training programs, as well as conducting class room training for established and new hire employees. This is an on-site position located in Mt. Laurel, NJ. The hours for this role are M-F 9:30am-5:30pm, with the flexibility to work 9am-5pm for training.

Responsibilities

• Create educational materials, conduct training sessions, and ensure staff members stay motivated during training.
• Aid in facilitating on-the-job coaching when necessary.
• Develop, maintain and organize all educational materials and training curricula for all FP Call Center staff members.
• Identify individual and team skill gaps that may have a direct impact on Call Center agent performance.
• Maintain a consistent schedule for any up-training needs.
• Maintain all Training department reporting.
• After 2 weeks of call experience, complete new hire call auditing to identify knowledge gaps and possible competency issues.
• Identify and make recommendations for refresher training as needed.
• Maintain a consistent schedule to review all training materials to ensure materials are relevant and support current business needs.
• Periodically assess the impact of each educational/training course to establish effectiveness and agent training satisfaction, including new hires.
• Provide product/service information by answering questions and offering assistance.
• Fulfilling and preparing ad-hoc reporting requests using department available tools such as Excel, Word, Finesse, CUIC, etc.
• Liaise with department managers to identify training structure and training needs for Call Center staff members.
• Participate in and prepare auditing information whenever needed.
• If supervising new hires during training, maintain attendance records for new hires during training.

Requirements

• Excellent time management
• Excellent verbal, written communication and presentation skills
• Proficiency in M.S. Office Suite including Outlook, Word, Excel, and PowerPoint

Qualifications

• Must have excellent customer service soft skills
• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Reliable transportation is required for travel

Skills

• Ability to train and coach employees effectively
• Strong organizational and time management skills
• Effective communication and interpersonal skills
• Knowledge of MS Office Suite

Benefits

Fieldprint offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work. Medical, dental and vision coverage with spouse/family coverage options, 401K plan with generous company match, Flexible spending accounts, Voluntary insurance coverage plans (life, disability, etc.), Paid lunch breaks, Paid time off, Paid holidays, Paid training program/ Internal employee development, Overtime options available, Casual dress code, Flexible work schedules, Employee referral bonus program.