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Contact Center Trainer Jobs
Company | HomeSafe Alliance |
Address | St Paul, MN, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-09 |
Posted at | 10 months ago |
Title
- Consistently and effectively deliver all training to contact center employees through virtual classroom, self-directed, and formal/informal collaborative learning environments.
- Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.
- 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.
- Assist with Individual Development Plans and on-the-job training as needed.
- Assure interactive, participative learning environment that supports all learning styles and abilities.
- Assist with training development and updates 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.
- Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.
- Evaluate and reflect on each training module, class, and post-training learning assessment and provide recommendations for improving effectiveness.
- 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.
- Quickly become a Subject Matter Expert (SME) in all facets of the move processes: DoD regulations, service member entitlements, shipment documentation, support systems.
- Excellent interpersonal skills
- Experience with Microsoft Office Suite to include Word, Excel, PowerPoint, Outlook
- 3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually
- Ability to quickly learn, retain, and teach complex subject matter
- High School diploma or GED
- Knowledge of principles, methods, and practices of adult education/training
- Strong verbal and written communication skills
- Effective presentation and facilitation skills
- Experience working in a multi-channel contact center environment
- Military experience and/or immediate family member of a military member while active duty
- Experience developing training curriculum
- Experience with Knowledge Management systems
- Experience with military or relocation moves
- Bachelor's degree preferred
- Health and Wellness Programs
- Disability, Life and AD&D insurance
- Voluntary Benefit Plans
- TRICARE Supplement Plan
- Teladoc Medical Experts, second opinion program
- Family Support: Bright Horizons, child and elder care services
- Medical, Dental and Vision Insurance.
- Employee Support program
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Travel Accident & Medical
- And more!
- 401(k)
- Teladoc Medical Experts, second opinion program
- And more!
- Medical, Dental and Vision Insurance.
- Disability, Life and AD&D insurance
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Health and Wellness Programs
- Travel Accident & Medical
- Employee Support program
- Voluntary Benefit Plans
- TRICARE Supplement Plan
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- 401(k)
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