Call Center Trainer

Profile

Position Goal

We are looking for a Call Center Trainer who is passionate about customer service and ready to help us take our team to the next level. We look at every customer service interaction as an opportunity to delight our customers and our Call Center Trainer will be responsible for ensuring representatives have thorough knowledge of products, services, and conflict resolution skills to be able to do just that. Position will be located in the East End of Louisville, KY.

Position Requirements:

• Plans, coordinates and conducts comprehensive training programs for new hires, existing staff and individuals who seek one-on-one assistance.

• Facilitates new hire (4-weeks at a time) and in-house customer service training in the classroom setting and virtually.

• Prepares new representatives by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.

• Determines training needs by observing sales and service encounters; studying sales, technical, service and customer experience results reports; conferring with management.

• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.

• Regularly improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

• Engages in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

• Maintain thorough understanding of all systems in use by Frontline and Senior Customer Service Agents.

Education and Experience Requirements

• High school diploma or equivalent required. College degree preferred but not required

• Customer sales and service training experience (minimum of 3 years in industry or related field).

o Good understanding of contact center metrics and KPI’s.

o Experience with Zendesk, and other contact center technologies preferred.

• Operational knowledge of MS Office: Excel, Word and PowerPoint.

• Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire associates.

• Experience in on-demand content creation tools including but not limited to self-driven trainings.

• Strong understanding of adult learning methodologies and proven ability to develop training programs that are unique to the organization’s goals, values and mission statement.

• Ability to handle multiple projects and prioritize independently.

Other Job Requirements

• Active Verbal communication in classroom environment, 8 to 9 hours each scheduled work day.

• Sitting and standing positions 8-9 hours each scheduled work day.

• Ability to work within fluctuating background noise and movement.

• Shift(s): Must be flexible with the ability and willingness to work late evenings, weekends and certain holidays. Must be able to travel to other offices.

Job duties are subject to change based upon the needs of the business. By signing this job description, you are acknowledging that you understand the responsibilities and physical requirements and can perform the essential functions of the position.

Company info

GILT GROUPE, INC.
Website : http://www.gilt.com/