Customer Service Instructor

About the role

Responsible for delivering learning content that enhances agent performance and drives customer satisfaction within the contact center. This role focuses on presenting engaging, blended training experiences by leveraging AI tools and multimedia to align with the expectations and job requirements of a modern workforce. The scope of support includes delivery of new hire training, recurrent and remedial training, new product rollouts, job aids, facilitator/participant guides, and assessments/certifications across all contact channels.

Responsibilities

• Partner with HR, business leaders, and SMEs to understand organizational development needs.
• Establish and maintain a safe, productive, and engaging learning environment that encourages learner involvement and participation.
• Deliver contact center training curricula and collateral materials incorporating digital/AI learning solutions (mobile learning, microlearning, video, etc.) for new-hire, recurrent, remedial, and management training.
• Training sessions will be delivered in both virtual and in-person formats.
• Demonstrate proficiency/expertise in curricula subject matter and best practices in adult learning principles and training delivery methodologies.
• Collaborate with instructional designers or subject matter experts (SMEs) to understand course objectives and ensure effective delivery.
• Identify trends and opportunities related to training; work with the Operations and QA teams to deliver innovative approaches to train for the contact center programs.
• Deliver on learning objectives for each training module/course based on curricula direction by presenting information to adult learners including role plays, simulations, call snippets, team exercises, group discussions, AI learning and digital courses, quizzes, self-study, videos, and lectures.
• Document learner attendance and progress with recommendations for improvement where applicable; share reports with operational team supervisors who will manage the learners/agents once they are released to the contact handling floor.
• Provide coaching and guidance to learners before, during, and after training sessions.
• Represent the training organization on cross-functional teams within the contact center to support training needs for upcoming initiatives or programs.
• Recommend solutions to training issues and gaps based on in-class experiences.
• Accountable to training delivery metrics such as AHT, Conversion Rate, Cancelation Rate, FCR, and CSAT based on agent performance post-training as well as participant post-training surveys and manager classroom observations.
• Effectively deliver curricula based on content and audience in a variety of methods including multi-media, interactive blended learning, digital, and AI-enhanced learning.
• Build and maintain productive and collaborative working relationships with subject matter experts and key stakeholders.
• Identify and resolve conflict in the classroom.
• Ability to draw all learners into class participation, including identifying and involving learners who may seem less engaged.

Requirements

• Minimum: High school diploma plus some work toward a college degree.
• Previous contact center experience (minimum two years).
• Training and/or coaching experience (one to two years).
• Experience leading in-person and virtual training sessions.
• Excellent interpersonal, verbal, and written communication skills.
• Strong attention to detail.
• Strong organizational, multi-tasking, and prioritizing skills.
• Strong time management skills and ability to meet deadlines.
• Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with various delivery options including classroom instruction, on-the-job training (OJT), demonstrations, workshops, and virtual/digital learning platforms.
• Experience in the delivery of successful training programs that include digital learning strategies.

Qualifications

• Bachelor’s degree preferred or equivalent work experience.

Pay

Pay Range: $20/hour – $26/hour

Retention Bonus: $1,000

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.