Call Center Trainer

• Do you love to travel internationally and impact global teams?
• Are you passionate about designing and delivering training programs that drive excellence?
• Can you adapt to diverse learning styles and enhance team performance?

GCS Training Facilitator

Location: Atlanta, GA 30338

Job Type: Full-Time / Hybrid

Overview

Joining as a Global Customer Experience Trainer, you will lead the design, delivery, and assessment of training programs for both new and existing team members. This role encompasses conducting comprehensive training sessions, providing direct on-the-job support, facilitating skill enhancement workshops, and maintaining meticulous training documentation. We seek a candidate adept in diverse training methodologies, equipped with a global perspective, and capable of adapting to various learning styles and operational demands.

Responsibilities

• Conduct Training Sessions: Lead training sessions for new team members, focusing on operational procedures, customer service techniques, and effective handling of customer inquiries.
• Provide On-the-Job Support: Offer hands-on support to new hires through direct supervision, online assistance, managing escalated customer issues, conducting coaching sessions, and tracking performance metrics.
• Facilitate Skill Development: Organize skill enhancement sessions for existing staff to improve customer service proficiency, adapt to procedural updates, or address specific areas of improvement as required.
• Evaluate Training Effectiveness: Assess the impact of training programs by evaluating performance metrics, conducting surveys, gathering feedback, and identifying opportunities to enhance training delivery and content.
• Maintain Documentation: Ensure accurate records and documentation of training activities, attendance, performance metrics, and employee progress to uphold organizational standards.
• Stay Informed: Stay updated on industry trends, best practices, and advancements in call center operations and training methodologies to continually enhance training programs.
• Monitor and Support Operations: Monitor customer interactions through side-by-side monitoring and assist in managing customer service workflows across various communication channels, ensuring adherence to performance standards.
• Support Training Initiatives: Assist trainers and training initiatives across multiple locations, providing remote support, conducting train-the-trainer sessions, or traveling as necessary to facilitate training sessions.

Qualifications

• Communication: Exceptional written and verbal communication skills, adept at translating complex information for diverse audiences. Capable of adapting training delivery methods to accommodate various learning styles and communication settings.
• Tech Savvy: Proficient in utilizing technology and multimedia resources to enhance training delivery, including virtual classroom platforms, interactive presentations, and online collaboration tools.
• Global Perspective: Approaches issues with a global perspective, effectively interacting with individuals across levels, functions, cultures, and geographies.
• Situational Adaptability: Able to adjust approaches in real-time to meet the evolving demands of different situations, discerning situational cues and adapting strategies accordingly.
• Engagement: Creates an engaging environment where individuals are motivated to excel and contribute to achieving organizational objectives.

Requirements

• Bachelor’s degree in training, education, facilitation, or a related field. Equivalent work experience will be considered.
• Knowledge of call center operations, including customer service techniques, call handling procedures, and performance metrics.
• Proficiency in utilizing various training tools and technologies, such as learning management systems, Microsoft Suite, Zoom, etc.
• Demonstrated ability to lead by example, inspire team members, and foster a culture of continuous improvement and accountability within training programs.
• Willingness and ability to travel as needed.
• Preferred experience in large-scale contact centers, global operating environments, or relevant industries.

Job Type: Full-time

Pay: From $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person

Application Question(s):

• This position requires international travel. Are you able to travel internationally up to 4 weeks at a time?

Experience:

• Staff training: 3 years (Required)
• Call center: 3 years (Required)

Ability to Commute:

• Atlanta, GA 30338 (Required)

Ability to Relocate:

• Atlanta, GA 30338: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person

Salary : $25