Onsite Call Center Trainer

This role will require onsite presence at our Irving, TX facility.

Responsibilities

• Training delivery / facilitation: Delivers training program to New Hires prior endorsement to Nesting. Answers all questions in a timely manner. Ensures training rules and regulations are strictly followed. Provides coaching on specific areas of the trainee.
• Setting of Training Expectations: Provides overview of the training flow and encourages total participation and interaction.
• Participation in Training Design: Suggests new ideas to improve training programs and delivery.
• Training needs assessment: Identifies problem or need of the trainees and the training program and seeks solutions to improve learning and overall performance. Participates during program evaluation. Monitors agent performance as a collaborative effort with the assigned mentor.
• Reports: Compiles training reports. Keeps training documents (quizzes, exam links and manuals) for internal and external audits.
• Meetings and Conferences: Attends calibrations, meetings and conference calls over the phone.

Requirements

• Bachelor's degree (BA or BS) from an accredited four-year college or university.
• Three to five years of related experience (or an equivalent combination of experience and education).
• Acts as Subject Matter Expert on a specific area of support.
• Prior call center experience is required.