Trainer - Contact Center

About the role

The Contact Center Trainer is responsible for delivering instructor-led training classes to new and existing Contact Center Advocates, assisting in curriculum development, and assisting with the successful integration of new program and product policies and procedures into the contact center environment. This individual will also develop and maintain a real-time knowledge base.

Responsibilities

• Deliver instructor-led training classes to new and existing Contact Center Advocates
• Assist in curriculum development
• Aid in the successful integration of new program and product policies and procedures into the contact center environment
• Develop and maintain a real-time knowledge base

Requirements

• Bachelor's Degree, preferred
• Five (5) years of experience in a contact center environment
• Two to three (2-3) years of classroom training and/or OTJ training experience
• Experience with multi-media (audio, video, web-based systems) and MS Office programs (Excel, Word, PowerPoint)
• HTML knowledge, preferred
• Strong planning, facilitation, and public speaking skills
• Self-directed, organized, and able to project a professional image
• Ability to handle multiple priorities and projects concurrently
• Demonstrated accountability with prior positions
• Able to adhere to a strict attendance and punctuation policy
• Excellent verbal and written communication and analytical skills with a strong attention to detail

Qualifications

Education/Experience Required:

• Bachelor's Degree, preferred
• Five (5) years of experience in a contact center environment
• Two to three (2-3) years of classroom training and/or OTJ training experience
• Experience with multi-media (audio, video, web-based systems) and MS Office programs (Excel, Word, PowerPoint)
• HTML knowledge, preferred