Contact Center Trainer Jobs

•Knowledge of principles, methods, and practices of adult education and training preferred.

•3+ years of experience in training and development preferred.

•Previous Contact Center/ Sales experience preferred.

•Must possess excellent interpersonal skills.

•Strong Verbal, and Written Communication Skills Required.

•Must possess effective facilitation and presentation skills.

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Strong change management skills to be able to quickly adapt to change and incorporate new or updated information into workflows.

Skilled in conflict management and resolution and ability to manage issues swiftly and with positive outcomes.

Possess and exhibit excellent analytical, prioritization and time management skills.

Prior experience leading contact center operations and experience with call management systems and related statistical data required.

Excel at workforce management to achieve and maintain operational efficiency.

Ensure exceptional member service. Offer industry knowledge and training to provide better member satisfaction.

Prior supervisory/managerial experience preferred. Fluent Spanish speaking skills are preferred.

Ability to establish and maintain effective working relationships from various levels of management

Demonstrated experience in general state tax law knowledge and payment plans with an understanding of departmental policies and procedures

Possess excellent oral and written communication skills

NC Department of Revenue Internal Posting******

Ability to effectively lead a group of employees and demonstrate good judgment

Ability to multi-task, strong time management/interpersonal skills

Three (3) years customer service experience with general knowledge of procedures and regulations, computers, and software common to telecommunications industry

Working knowledge of Excel, database entry, and filing.

Security, law enforcement and/or correctional experience

Exceptional oral and written communication skills

Knowledge of computers and software common to telecommunications industry

Minimum three years contact center / workforce management experience, or

Utilize the Workforce Management (WFM) to create schedules with optimal coverage

Interpret data to help management make decisions about organizational structure, workflows, or resource allocation

Generate reports/create dashboards of activity to share with upper management

Manage the system’s build to ensure that users, skill routing, hours of operation, and other admin functionalities are operating efficiently.

Equivalent combination of education and experience

Forecast volume changes and requirements using a workforce management model

Oversee day-to-day departmental administration by coaching and motivating managerial staff and departmental personnel to make maximum use of experience and skills

Resource and project management skills

Strong leadership and internal stakeholder management skills and the proven ability to drive organizational change

Management skills in an operationally changing environment, with drive for results and success based on planned

Resource management skills with the ability to develop an enthusiastic and positive work climate

Familiarity with learning management systems, such as Teams or Webex.

Strong teaching abilities and mentoring skills.

Developing call centers' education materials, such as digital presentations, and how-to manuals.

At least 2 years' experience working in a call center trainer environment.

Excellent knowledge of customer service best practices.

Good communication, interpersonal, and conflict resolution skills.

Excellent time management skills with a proven ability to meet deadlines.

Establishes and maintains constructive, cooperative, and collaborative internal working relationships. Represents management objectives in a positive and influential manner.

Bachelor’s degree in Education, Organizational Development, Instructional Design, related field, or equivalent experience.

1-2 years training facilitation experience or equivalent financial industry experience.

Excellent verbal and written communication skills.

Excellent organizational skills with attention to detail and business-oriented thinking.

Tuition and continuing education reimbursement

Full suite of voluntary benefits such as identity theft protection and pet insurance

Full medical, dental and vision coverage

Retirement plans to include pension plan and 403(b) matching

Paid time off. Start your employment at UCHealth with PTO in your bank

Employer-paid life and disability insurance with additional buy-up coverage options

Expertise to run engaging workshops to complete the requirements.

Exceptional critical thinking, technical problem-solving, troubleshooting, and research skills

Must have demonstrated experience integration with other CRM and ticketing systems.

Natural flair of training end users to effectively use the software.

Provide high-level requirements definitions, workflow diagrams, and other technical documentation for call center system and process enhancements.

Other job duties as assigned.

Two years of Contact Center operations experience with outbound/inbound auto-dialer campaign facilitation (preferably NICE InContact) are required.

Demonstrated understanding of contact center/collection systems with direct knowledge of related practices and principles is required.

Two years of business analysis and/or reporting experience are preferred.

Continuing Education allowance & MED hours for eligible positions

Excellent customer experience and soft skills (empathy, acknowledgment, and de-escalation)

Operates a variety of office computer applications to meet varying levels of complexity and output requirements.

Basic computer skills such as word processing and spreadsheet applications

Manage multiple tasks and utilize various systems

Previous customer service experience 1+ years preferred

Welcoming visitors to our office requiring the use of considerable tact, diplomacy, and courtesy.