Call Center Training Facilitator (currently remote)

ASD, Inc.
Troy, MI
03 Dec 2024

Vacancy expired!

Program Name:USPSImmediate opportunity for a call center

Training Facilitator to support our Customer’s program-specific training programs focusing on a multi-channel care center and help desk. The training facilitator will deliver course content using instructor-led (on-premises/classroom), web-based, eLearning and virtual facilitation formats. Instructional content will be specific to the client’s established procedures, tools, security, and mission. Course topics will include, but not limited to orientation and initial system access checks, product-specific releases, product enhancements, advanced call type training, customer service skills, quality, and refresher training. This position include the following duties and responsibilities included (but not limited to):
  • Prepares for training delivery by reviewing required materials and participates in Train-the-Trainer sessions
  • Delivers training in needed time zone / shift / format
  • Evaluates learners progress in real-time on job-related customer service behaviors
  • Manages training activities to ensure course objectives are met
  • Supports learners through the training and nesting period, including assisting customer care personnel with escalated calls
  • Stays abreast of content design and instructional design principles: learning theory, motivation theory, and new materials, methods, and techniques – and uses this knowledge to develop innovative care center learning solutions
  • Work with subject matter experts and Call Center Leadership team to develop and implement training for call center agents, according to defined methodology, policy and procedures
  • Serves as a subject matter expert in the development and maintenance of training courses and materials in coordination with Instructional Systems Designers
This work will be performed remotely due to COVID. However you will be required to work onsite at the customer’s facility occasionally when COVID restrictions are lifted. This program only accepts US citizens and/or Green Card Holders. The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days.

Education:
  • Possession of a 4-year degree preferred or equivalent experience

Qualifications:
  • Minimum of ten (10) years’ professional experience; 3-5 years of professional classroom facilitation experience in training capacity required
  • 3+ years Call Center training experience is required
  • Experience with providing effective coaching and feedback
  • Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
  • Experience with facilitation in a contact center/help desk environment
  • Experience with Salesforce.com/CRM platform desired
  • Professional demeanor and attitude
  • Must be available to travel if required
  • Training Certification is plus
  • ID: #23785684
  • State: Michigan Troy 48007 Troy USA
  • City: Troy
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2021-12-03
  • Deadline: 2022-01-31
  • Category: Et cetera