Position : Call Center Trainer

Location : 4487 Columbia Rd #102, Augusta, GA 30907 (Onsite from day 1)

Type : Contract

Job Description :

This position will be responsible for creating and delivering orientation, new hire training, and continuing education curriculums for the support center, complete with training materials, hands-on learning activities, reference documents, learning assessments, effectiveness surveys, etc. The trainer will partner with the leadership team and client representatives to ensure the achievement of individual, team, and departmental learning objectives. The trainer will actively engage in handling incoming volume for the support center to stay up to date on the latest processes and volume drivers.

ESSENTIAL FUNCTIONS :

Create and maintain training strategies, initiatives, and materials (manuals, tools, templates, process guides, etc.).

Schedule and coordinate on-site and virtual training sessions.

Identify and communicate new hire performance concerns, such as attendance, technical competence, information retention, etc.

Conduct learning assessments and employee surveys to measure information retention, performance improvements, training effectiveness, etc.

Consult with other trainers, leadership, support staff, and client representatives on training initiatives, schedules, process/application changes, etc.

Analyse assessments and agent performance to identify areas of opportunity for continuing education efforts.

Maintain and routinely update a database of all training materials.

Calibrate with leadership on call and ticket quality expectations.

Support the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to quality, information security, employee relations, compensation, and performance management.

Research and implement effective training activities and methodologies.

Submit and track employee access/equipment requests.

Other related duties as assigned.

MINIMUM REQUIREMENTS :

· Associate’s degree or equivalent experience in education or information technology .

· 2 years of training or management experience.

· Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software with an emphasis on creation, design & maintenance of training material and spreadsheets.

· Experience with technologies and best practices for instructional manuals and teaching platforms.

· Strong project management skills with the ability to supervise multiple projects.

· Good interpersonal skills and communication with all levels of management.

· Strict adherence to company/client policies.

· Able to multitask, prioritize, and manage time efficiently.

· Excellent leadership, team building, and management skills.

· Encouraging to team and staff; able to mentor and lead.

· Excellent verbal and written communication skills.

· Able to analyse problems and strategize for better solutions.

· Able to work independently and proficiently without direct supervision.

PREFERENCES :

· Previous call centre / service desk experience.

· Certification(s) from talent and training associations.

· CompTIA A or other technical certifications.

· Knowledge of ACD technology and IT Service Management (ITSM) tools/practices.

· Knowledge of ITIL framework .

Job Type: Contract

Pay: From $18.00 per hour

Expected hours: 40 per week

Schedule:

• Monday to Friday
• Night shift

License/Certification:

• Certifications from talent and training associations (Required)

Ability to Relocate:

• Augusta, GA 30907: Relocate before starting work (Required)

Work Location: In person