Overview

The Outbound Call Center Trainer will provide on-boarding training for the newest members of our salesforce as well as work with our veteran staff to improve performance. Trainer will ensure achievement of individual, team, and sales department objectives. This position requires extensive call center/contact training, curriculum development, and adult learning experience.  He/she will report directly to the Sr. Training Manager

You’ll Receive

·            Competitive salary

·            Paid Training

·            Health Insurance (Medical, Dental Vision)

·            Fun Work Environment

·            Full-time Employment

·            Abundant Advancement Opportunities

·            Free DIRECTV service (valued up to $2800/year)

Must Haves

·         High School Diploma/GED (Associates Degree preferred)

·         1-2 Year Sales Experience (within a call center environment preferred) with a proven track record

·         Exemplary Attendance Records with Previous Employers.

·         Must be able to pass a background check and drug screen

Knowledge, Skills and Abilities You’ll Need to Succeed

•  Facilitate classroom style training on products, sales and customers service techniques, enhancements, etc. for all new and tenured associates as needed.
•  Develop and maintain training tools, including worksheets, templates, databases and reports
•  Facilitate role play sessions
• Manage testing and performance for all sales new hires while in training
• Monitor trainees' knowledge before and after training to help determine follow-up training required
•  Utilize established curriculum and assist in developing new educational materials
• Expert in classroom management and controlling class agent behaviors to improve the learning environment.
• Be the subject matter expert and handle calls related to your training alongside your trainees as required.
• Maintain perspective on system functionality, call flow, content, quality assurance, challenges and opportunities. Collaborate with stakeholders to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies.
• Conducts call monitoring observations on a regular basis for all new hire and tenured team members.
• Provides individual coaching and motivation to trainees on progress and performance. Ensures seamless transition to the Call Center production floor.
• Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions.
• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation.
• Coaches and reinforces front-line employees and leadership in applying skills learned in training.
• Ensure training effectiveness by leveraging adult learning and instructional design methodologies.
• Perform other related duties as assigned.

Other Things We Look For

• A successful track record of sales training experience with a Minimum 1 year of training experience in a sales oriented environment, call center experience preferred
• BA/BS Degree preferred
• Embrace a customer-focused and results-driven environment 
• Excellent presentation skills
• Be able to adapt training materials to changes in sales and customer environments
• Possess strong organizational, time management, and interpersonal skills
• Have excellent problem solving, decision making, and research/analytical skills
• Display exceptional professionalism in appearance and behavior
• Understanding of various training methodologies and techniques, with an emphasis in sales.
• Professional, positive and energetic demeanor.
• Proven ability to give feedback and coaching on performance.
• Strong oral and written communication skills
• Strong Internet and computer literacy skills in MSFT Word, Excel, Outlook, Access

#KRT

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.  Not included are duties and responsibilities common to all supervisory positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule, assign and review work; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance.