Description:

In this trainer position, you play an essential role in the success of many of our clients across the U.S. You're on a mission to train and develop high-performance agents with exceptional customer service skills. You find satisfaction in molding employees into the best possible agents. You'll be responsible for scheduling and conducting training sessions for new and experienced call center agents, managing the training budget, and supporting employees to maintain productivity. To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.

Duties:

• Create an energetic and motivating training experience

• Conduct in-depth training for new employees

• Support & conduct refresher training and ongoing training of existing employees

• Creating educational material

• Identifying & recommending training modules to cover any skill gaps

• Tracking of employee training progress

• Conduct floor support for escalated calls

• Collaborate with other departments to identify areas of opportunity

• Work closely with our clients to update any changes to their training

• Ability to provide leadership to personnel in a fast-paced and stressful work environment

• Excellent knowledge of sales techniques and customer service best practices

• Creating and managing the training budget

• Measuring the effectiveness of training sessions and preparing individual or team progress reports

• Scheduling and conducting training sessions on various call center topics to prepare and support new employees

Skills:

Call center, Training development, Customer service training, Call center management, Customer support, Microsoft Word, Microsoft Office, Inbound call, training materials, training documentation, Microsoft Office suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Excel, analytical skills, communication, and people skills, organizational and interpersonal skills, organizational and analytical skills, learning management system, data collection, data analysis, sop, training instruction, team-oriented, new hire information, documentation management, team development, communication and leadership skills, leadership communication, leadership development, presentation skills, employee development, report generation, report preparation, reports and analysis, Coaching and counseling, Supervision, Management skills, Customer service management, Customer service, Supervisory skills.

Top Skills Details:

Call center, Training development, Customer service training, Call center management, Customer support, Microsoft Word, Microsoft Office, Inbound calls, training materials, training documentation, Microsoft office suite, Microsoft Outlook, Microsoft PowerPoint, micros

Additional Skills & Qualifications:

Training and Development, Collections, Call Center Experience, Remote worker Management

Desired Skills/ Qualifications:

• Leadership and management skills

• Great written and verbal communication skills

• Problem solving and negotiation skills

• Ability to learn and train any of the lines of business

• Develops/conducts training, including both group facilitation and individual coaching, to mitigate skill gaps

• Computer skills and knowledge of basic telephone technology

• Knowledgeable of the company's particular computer and telephone systems

• Good organization skills and attention to detail are essential for this role

• Interpersonal and active listening skills

• Strong analytical skills

• Support the process of innovative change

• Demonstrated success as a team leader or similar function

• Outstanding performance and attendance history

• Continued/ ongoing training

Experience Level:

• Expert Level

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.