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Contact Center Trainer Jobs
Company | HomeSafe Alliance |
Address | Sioux Falls, SD, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-09 |
Posted at | 9 months ago |
Title
- Assist with training development and updates as needed.
- Assure interactive, participative learning environment that supports all learning styles and abilities.
- Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.
- Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.
- As a SME, assist with the build out of and continuous updates to the Knowledge Management system which will provide the ultimate source of truth for information needed by Customer Care and others to provide accurate and timely information to customers.
- Other duties as assigned.
- Collaborate with Quality Assurance, Customer Experience, and Employee Experience teams to identify performance and effectiveness gaps and implement solutions, including ad hoc training, curriculum enhancements, and improvements in knowledge resources.
- Quickly become a Subject Matter Expert (SME) in all facets of the move processes: DoD regulations, service member entitlements, shipment documentation, support systems.
- Facilitate training for new hire onboarding, job skills, systems and tools, process, policy, and tool updates, and ad hoc training to refresh skills and close knowledge gaps.
- Assist with Individual Development Plans and on-the-job training as needed.
- Evaluate and reflect on each training module, class, and post-training learning assessment and provide recommendations for improving effectiveness.
- Consistently and effectively deliver all training to contact center employees through virtual classroom, self-directed, and formal/informal collaborative learning environments.
- Effective presentation and facilitation skills
- Experience with Microsoft Office Suite to include Word, Excel, PowerPoint, Outlook
- Strong verbal and written communication skills
- Excellent interpersonal skills
- High School diploma or GED
- Ability to quickly learn, retain, and teach complex subject matter
- Knowledge of principles, methods, and practices of adult education/training
- 3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually
- Experience developing training curriculum
- Military experience and/or immediate family member of a military member while active duty
- Experience with military or relocation moves
- Experience with Knowledge Management systems
- Experience working in a multi-channel contact center environment
- Bachelor's degree preferred
- Disability, Life and AD&D insurance
- And more!
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- TRICARE Supplement Plan
- Travel Accident & Medical
- Health and Wellness Programs
- 401(k)
- Medical, Dental and Vision Insurance.
- Voluntary Benefit Plans
- Teladoc Medical Experts, second opinion program
- Employee Support program
- Family Support: Bright Horizons, child and elder care services
- TRICARE Supplement Plan
- Employee Support program
- Medical, Dental and Vision Insurance.
- Voluntary Benefit Plans
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- And more!
- Health and Wellness Programs
- Disability, Life and AD&D insurance
- Family Support: Bright Horizons, child and elder care services
- Teladoc Medical Experts, second opinion program
- 401(k)
- Travel Accident & Medical
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