Call Center Trainer
Summary
Title:Call Center Trainer
ID:1228
Department:Deerfield Beach, Florida
Description

NexGen Agency is a fun, fast paced provider of multi-channel white-glove call center services. Our team consists of friendly, hard-working, big-thinking people who care about providing stellar customer experiences! Located in Deerfield Beach, Florida. We are supporting a variety of accounts in the retail and consumer electronic space and we are looking for great people!

We are currently seeking a Trainer who is ambitious, detail-oriented and customer-focused to join our team. As a member you will be responsible for the training of all Call Center employees to include new hire training, refresher training, product and services training, system's training, and customer service training. The Trainer is required to successfully complete all prerequisite training requirements.

Responsibilities:

  • Training of current contact center agents on new and existing programs/accounts
  • Attend train the trainer sessions with new and existing clients
  • Provide one-on-one coaching in training to ensure the highest levels of quality customer service
  • Work as a team with all members of the Quality, Training and Operation Departments to meet company training and quality goals.
  • Provide weekly feedback to the team on training and quality needs assessments throughout the organization and make recommendations for improvements
  • Provide training updates and ensure updates are communicated throughout the organization
  • Develop and create training manuals, facilitator guides, modules, test and quizzes for all existing and new lines of business.
  • Work with company-wide training team to develop recognition and rewards for outstanding trainees, most improved trainees, etc.
  • Work to continually improve attrition and eliminate high turnover with thorough training
  • Perform other duties as assigned by leadership team

Requirements:

  • 2 years previous Trainer experience in a call center
  • Associates degree or education equivalent
  • Mentor/Coaching in a training environment required
  • Reliable, punctual attendance is an essential function of the position
  • Problem solving and critical thinking skills.
  • Great multi-tasking skills.
  • Prioritize and effectively manage time.
  • Positive attitude and excellent interpersonal skills.
  • Good judgment and independent decision making.
  • Effectively interact in a professional and courteous manner with customer/clients.
  • Demonstrate initiative and interest in self-development
  • Must possess excellent communication skills
  • Must possess excellent reporting skills
  • Proficient in MS Office, Strong PowerPoint and Excel skills
  • Ability to teach and work with various types of people
  • Demonstrated ability to implement and develop strategies, build action plans and set goals
  • Must pass a background check
  • Must be legally authorized to work in the United States for any employer without sponsorship
  • FLEXIBILITY IS NEEDED,as schedules may vary from week to week. WE'LL BE OPEN 14-HOURS A DAY, 364 DAYS A YEAR!
  • Candidates must be available to work weekend shifts.

EOE/AA/Disabled/Veteran

This opening is closed and is no longer accepting applications
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