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Call Center - Trainer (Huntsville)

NRTC Managed Services Huntsville, AL
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

NRTC Trainer, Call Center

Job Summary

Provide initial and ongoing training for the Call Center through a variety of delivery methods. The Trainer will develop product knowledge and skills for the Call Center team while supporting departmental and customer facing improvement initiatives within the company. Provide dynamic presentation and facilitation skills to engage participants while teaching courses as well as supporting the team and customers.


  • Present training materials through classroom and virtual learning to support call center functions including, but not limited to: system, process, policies, product/service, and customer interaction skills
  • Conduct technical training needs assessment by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks
  • Assesses training needs of techs; design and build training modules to assist with delivery of training
  • Plan and implement competency based assessments to measure participant performance
  • Maintain current call center knowledge through continuing education
  • Recommend and develop supplemental training 
  • Interact with all areas of the business on products and services to ensure current information
  • Act as liaison to other department personnel for training-related issues and questions
  • Partner with SMEs and peers to address knowledge gaps and areas of opportunity identified through departmental objectives
  • Assist with QA monitoring, feedback, coaching to include measuring training class results 
  • Provide reporting on effectiveness, progress, improvements
  • Assist with call volume as needed to maintain SLA for customer base.
  • Performs other duties as required



Knowledge, Skills, and Abilities

  • Knowledgeable about existing and emerging training methods/tools
  • Ability to coach and mentor effectively
  • Proficient knowledge in MS Office programs, Internet browsing, etc.
  • Excellent oral and written communication and interpersonal skills
  • Strong presentation skills; strong analytical and problem solving skills
  • Ability to multi-task effectively
  • High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
  • Self-starter, sense of urgency, and works well under pressure
  • Able to build rapport and listen attentively to the needs of trainees
  • Resolution oriented 
  • Good organizational, time management and follow-up skills
  • Ability to be flexible in work schedule including nights and weekends


Minimum Education and Experience

  • Minimum of 3 years Call Center experience preferred 
  • Prior leadership experience in Call Center environment preferred
  • Bachelor's degree in Computer Science, Business, Communication or related field a plus
  • An equivalent combination of education and experience may be considered.

Physical Demands

Work is typically performed in an office setting



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NRTC Managed Services


Huntsville, AL
35806 USA