The Contact Center Trainer is responsible for delivering instructor- led training classes to new and existing Contact Center Advocates, assisting in curriculum development, and assisting with successful integration of new program and product policies and procedures into the contact center environment. This individual will also be responsible for developing and maintaining a real-time· knowledge base.
EDUCATION/EXPERIENCE REQUIRED:
Bachelor's Degree, preferred.
Five (5) years of experience in a contact center environment.
Two to three (2-3) years of classroom training and/or OTJ training experience.
Experience with multi-media (audio, video, web-based systems) and MS Office programs (Excel, Word, PowerPoint) required; HTML knowledge, preferred.
Position requires strong planning, facilitation and public speaking skills.
Must be self-directed, organized and project a professional image.
Strong ability to handle multiple priorities and projects concurrently.
Possess a high level of demonstrated accountability with prior positions.
Ability to adhere to a strict attendance and punctuation policy.
Excellent verbal and written communication and analytical skill with a strong attention to detail.