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Call Center Trainer

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Manage the roll-out of inbound call center training programs, utilizing train-the-trainer approach with each partner and their individual site managers and trainers. Position may also involve hands-on training at the agent level. • Serve as subject matter expert and content owner of assigned training queues • Evaluate trainer and trainee performance, making necessary changes to increase performance of the various sales center training organizations • Cultivate trainers/team managers and develop facilitation skills along with other on the job and classroom skills • Provide sales expertise • Facilitate training organization leadership development • Share resources and talent among the entire training organization • Educate new and frontline managers in management techniques, using proven methods of coaching to success • Establish strong relationships with all levels of sales center site leadership • Coordinate training sessions and projects • Ensure an environment ideal for learning with a diverse group • Maintain an online training calendar to maximize the effective use of training resources and to ensure the Sales & Marketing Operations team has clear visibility into your training schedule • Support the creation of Communication materials used by front-line agents • Work closely with Quality Assurance to determine how both Training and Communication materials are impacting the business Skills: • A minimum of 3 years large-scale call center operations experience, focusing on training and leadership development • Ability to effectively operate within diverse and cross-functional groups • Strong problem solving and analytical skills, including a qualitative and quantitative skill set • Outstanding organizational and time management skills and the proven ability to work successfully and independently in a dynamic environment • Demonstrated success in managing large and small teams alike • Demonstrated aptitude for analyzing complex issues and developing the appropriate solutions • Excellent communication skills, including ability to tailor communication to audience, develop and present cogent and cohesive perspectives • Proficiency in standard MS Office applications (Word, Excel and PowerPoint and Visio), and utilizing a SharePoint portal to communicate updates and store project documentation •Travel required

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