Description :
CALL CENTER TRAINER About The Company
Our Client is a full service supplier of outsourced call center services to Fortune 500 and 1,000 companies looking for an applicant that is a self-starter and team player with a strong background in the call center industry. Trainers are responsible for all aspects of education at the call center level. Primary duties include conducting an orientation class for all newly hired employees. During orientation, trainers must present and communicate all necessary information to new employees including the companies Policy Manual, all applicable TCPA, FTC, and FCC guidelines and regulations. Orientation presentations must be conducted based on the structured orientation manual. During orientation, trainers are also responsible for successfully teaching employees how to use Companies systems and basic selling skills using role playing and other methods as specified by the Training Manager. Number of associates per orientation is generally between fifteen and thirty, but may be more or less at any given time. Education of employees includes ensuring adherence to company and client specific quality assurance and scripting guidelines. When necessary, trainers must enforce all company policies and regulations and administer corrective action documentation and counseling sessions accordingly, up to and including termination based on company guidelines. Trainers are standing for a good portion of the work day while conducting training classes. Trainers are also responsible for conducting continuing education for existing employees, as well as specialized training courses as required by management. Other duties may also be required as determined by management. Excellent communication skills, good reading skills, writing skills, great speaking and listening skills, some basic arithmetic skills, and leadership skills are all requirements for this position. Trainers must be courteous and professional at all times, presenting a great impression of our business. Trainers must be able to work the required shift, which is usually between 40 and 45 hours per week. Required work hours vary and employees must be flexible and willing to work weekend shifts and extra hours as required. Successful Trainers are enthusiastic, have positive attitudes, and are good leaders. Outside applicants must complete an application, pass a brief pre-screen test, and submit a resume to be considered for an interview for the position of Trainer. Responsibilities of Trainer includes:
Manage and track the probationary status of each individual and recommend additional training as needed.
Ensure a smooth transition to all employees as they are officially hired.
Partner with call center managers to provide a smooth transition from initial training to the floor during initial weeks on the floor.
Work closely with all managers, but in particular the QA manager to monitor and measure performance and implement additional training as needed
Develop and maintain an information library for training and development processes including advanced training skills for new and existing programs.
Conduct standardized training for all TSR’s as needed.
Assist in the facilitation of campaign briefings and follow up meetings.
Participate in special projects as directed.
Salary & Benefits: Compensation: $25,000.00 to $32,500.00 plus monthly bonus from $400.00 to $800.00 per month. Trainers are eligible for benefits on the first of the month following the date of hire. · Medical Insurance, company contributes 75% of the cost. · Dental Insurance, company contributes 75% of the cost. · Vision Insurance, company contributes 75% of the cost. · Life Insurance, company contributes 99% of the cost @ 1X salary. · Approximately two weeks paid time off per year in years one through four of employment. In year five of employment this will increase to approximately three weeks · We recognize seven major holidays each year. · DHR 401 (K) plan; at this time there is not a company match. The 401K becomes effective on the first of the quarter following date of hire. · Direct Deposit. Employment decisions are at the discretion of management, and are based on an individual’s qualifications and demonstration of the above skills during the interview. Any questions or concerns about this job description should be directed to the Human Resources Department.
