Call Center Trainer Job Description

Call Center Trainer Job Description

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Call center trainer provides leadership in developing, managing and maintaining reports; develops and mentors the team in best practices used to service and sell the Bank’s products and services.

Call Center Trainer Duties & Responsibilities

To write an effective call center trainer job description, begin by listing detailed duties, responsibilities and expectations. We have included call center trainer job description templates that you can modify and use.

Sample responsibilities for this position include:

Deliver new hire training and other departmental training programs
Contribute to the overall success of the Training Dept
Assist in daily administration of a Learning Management System
Evaluate the performance of agents using tools available such as assessments, playbook observations, and provide recommendations under the guidance of the Trainer and Training Manager
Take calls and act as roaming Supervisors during All-Hands situations
Set up and maintain training facilities and related training materials
Train all aspects of the program to new hires and refresher training to tenured employees
Identify and work closely with SMEs to design, develop and refine engaging programs in various formats (documentation, live and virtual facilitation, online, video
Provide one-on-one coaching in training to ensure exceptional customer services
Work in conjunction with the Quality Assurance team to ensure training and quality goals are met

Call Center Trainer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Call Center Trainer

List any licenses or certifications required by the position: CHAM/CHAA, CTT, AED, CPR, O.E.M, A.S.E

Education for Call Center Trainer

Typically a job would require a certain level of education.

Employers hiring for the call center trainer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Communications, Business, Technical, Military, Associates, Spectrum, Human Resources Development, Business/Management, Healthcare

Skills for Call Center Trainer

Desired skills for call center trainer include:

Services and business operations
Company’s products
Excel
Microsoft Word
Microsoft Office Products
PowerPoint
CQA Training Program and Quality Call Monitoring guidelines
Training development and delivery
Commonly-used collection concepts and practices used in collections
Adult learning techniques and best practices in training delivery

Desired experience for call center trainer includes:

Improve attrition and eliminate high turnover with thorough training
Provide training updates and ensure updates are communicated throughout the operation
Update and maintain current training materials, News Flash and/or any correspondence
Work with Program leaders to develop certificate programs, recognitions
Develop “Soft Skills” customer service training
Job Level Profile

Call Center Trainer Examples

1

Call Center Trainer Job Description

Job Description Example
Our company is searching for experienced candidates for the position of call center trainer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center trainer
  • Communicate with diverse audiences (e.g., employees, management, other sites, ) to provide information and clarification regarding training programs, actions, policies, procedures and best practices
  • Conducts refresher training and ongoing training of existing employees
  • Monitors progress of new team member by coaching and developing for improvement and providing on-the-job training as needed
  • Delivers feedback to the department
  • Assists with operational and quality duties as needed
  • Utilizes reporting to manage improvements in individual and team performance
  • Manages change through effective communication support of change
  • Accepts change by demonstrating a positive attitude when change occurs
  • Supports the call center by participating in cross-functional meetings to give input on improvement opportunities
  • Facilitate training classes on new and existing products and services
Qualifications for call center trainer
  • Results oriented with ability to mange change while creating a positive environment
  • 2+ years of corporate training experience preferred
  • Dynamite presentation skills
  • Two (2) to five (5) years of training experience, call center and/or transportation preferred
  • Tracking and reporting of trainee skills assessments using New Hire Training Data Base
  • Daily tracking trainee payroll hours
2

Call Center Trainer Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center trainer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center trainer
  • Administer program specific testing for account compliance
  • Identify opportunities for program enhancement and provide feedback to Training Manager
  • Foster an environment reflective of Client’s expectations
  • Maintain positive, consistent and effective communication
  • Must maintain Client’s Training Certification Requirements
  • Complete required phone time between each new hire class
  • Attend at least two Calibrations a month or as required
  • Understand and implement Company Policies and Procedures such as Attendance, Dress Code and Sexual Harassment
  • Design new curriculum and update existing courses and other training material
  • While in the classroom, the trainer will serve as the leader and promote a positive work environment, adherence to all company policies, expectations, and performance standards
Qualifications for call center trainer
  • Must currently be in leadership role on the program (QA, Sup, TA)
  • A minimum of six (6) full months of floor time taking customer calls as an agent
  • Participated in entire new hire course as a participant
  • Call center training experience is a plus
  • Experience with eLearning software and HTML preferred
  • Must project professionalism over the phone and in person
3

Call Center Trainer Job Description

Job Description Example
Our growing company is hiring for a call center trainer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center trainer
  • Teach and train new hires train team on any product or call center related activities and/or processes/procedures
  • Conduct process training to new and current associates
  • Review login report and raise attendance concerns for accuracy
  • Relay attendance issues or behavioral issues to the training manager daily, including completion and delivery of documentation placement in Fly-ins
  • Evaluate trainees’ participation and progress in training
  • Use training evaluations to ensure that training program effectively prepares associates for the job and prepares them to meet performance and quality related goals
  • Identify and address any training deficiencies
  • Design and develop application training and development programs based on organizational and individual needs for maximum performance
  • Conduct daily debriefing sessions with classes
  • Ensure that all associates have received required side-by side developments
Qualifications for call center trainer
  • Must have a flexible schedule, able to work evening hours to accommodate training classes required, including some extended hours and/or possible Saturdays
  • Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, center reporting tools and technologies
  • Three (3) years or more of methods and procedures documentation and development
  • Self-directed, self-managed with the ability to work independently without close supervision, and as a member of a team
  • Experience leading a group of 15 or more in a call center environment
  • Please remember to submit a resume
4

Call Center Trainer Job Description

Job Description Example
Our growing company is looking for a call center trainer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center trainer
  • Conduct in-depth training for employees in their orientation period continuing education for current employees
  • May assist with taking/making calls as needed based on departmental call volumes
  • Conduct Floor Support for escalated calls and setting an example for the trainee on call control and de-escalation skills
  • Work with Safety-Kleen Travel to ensure employees are following proper travel requirements
  • Supports & Conduct New Hire training on one or multiple programs
  • Support & Conduct refresher training and ongoing training of existing employees
  • May be asked to review existing or Client provided training materials / providing feedback or recommendations for changes – enhancements
  • The Trainer can also be called upon to create curriculum, testing, role-play scenarios and other collateral to training support materials
  • Support & Monitor progress of new team members in a ‘nesting’ or ‘OJT’ environment – assisting with coaching and development of employees
  • Provides coaching and on-job training when required
Qualifications for call center trainer
  • Expectation is that the candidate be able to train on any of the lines of business
  • Bachelor’s degree in education, communications or business or the equivalent combination of education, training, or work experience
  • Develops/Conducts training including both group facilitation individual coaching to mitigate skill gaps
  • Support the process of innovative change
  • Demonstrated success as a team leader or similar function
  • Outstanding performance and attendance history
5

Call Center Trainer Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of call center trainer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center trainer
  • Working with Client / Trainers in the transfer of knowledge and collaboration in development of effective classroom and ongoing training
  • May be called upon to work flexible hours in support of Program training needs
  • Deliver advanced solution skills/products/systems/technical support, data, leadership, management, cross-functional and other training sessions using adult learning training methodology, appropriate media, trainer materials, and effective presentation skills
  • Identify alternate solutions/learning when delivery challenges arise (materials, content, room set-up)
  • Respond appropriately to learner needs (clarification, examples, feedback, coaching & listening)
  • Establish and maintains expertise in functional role responsible to teach
  • Ensure all course material is prepared and available to students
  • Assist in program development and participate in pilot sessions, where applicable
  • Assists the quality department in any gaps of quality assurance and 360 degree feedback
  • Modify and develop course content and delivery methods as required
Qualifications for call center trainer
  • Minimum of an Associate’s Degree, Bachelor Degree preferred
  • Commitment to quality excellence
  • Demonstrated ability to work successfully in a fast paced environment demanding self- reliance combined with team spirit, people skills, and a well-honed sense of urgency and priorities
  • Ability to work effectively with all levels of management, clients, and frontline employees
  • Demonstrated ability to be adaptable, resilient, and a change management leader
  • Has the ability to communicate and is willing to assist others to improve performance

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