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Call Center Trainer
BancorpSouth
Tupelo, MS, United States
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There are many things to consider when deciding on your next employer. Do you want a job where you earn a paycheck? Or do you want a CAREER with a company that values their employees as well as the communities that they are in? At BancorpSouth we are more than just a work place. We are a company that prides itself on values and the people that we employ. Start your search for a career with BancorpSouth.
Job Title: Call Center Trainer
Functional Title: Call Center Trainer
Physical Location: 2830 West Jackson Street, Building B, Tupelo MS 38803
Reports To: Call Center Manager
Working Conditions: Normal, no adverse or hazardous conditions
Job Group Category: Non-Exempt
Hours: Monday - Friday, 8 am - 5 pm
Overtime as needed
Primary Purpose:
Responsible for managing the training activities for the call center. Approve the design and development of training programs provided by the call center. Conduct ongoing assessments to determine additional training requirements. Provide training schedules and track individual attendance records. Communicate on-going training needs within the call center.
Principal Duties and Responsibilities: (Majority of duties performed, but not meant to be all inclusive or to prevent other duties from being assigned)
• Conduct training sessions for all new employees of Call Center.
• Formulate training lessons and course material of the Call Center. Track changes to documents.
• Perform recurrent training sessions on changes to policy and procedure and any weaknesses identified from quality monitoring.
• Conduct exams to evaluate the skill of the employees and keep track of performance of employees.
• Conduct ongoing needs assessments to determine additional programs or revisions to existing training. Communicate the changing needs and resources of the center to Call Center Manager. Utilize appropriate technology to provide state-of–the-art training while maintaining cost efficiencies.
• Conduct courses on Customer Service skills.
• Develop and publish the center’s training schedules. Track individual training records. Notify management of training needs of individuals within the call center. Identify and communicate performance problems that cannot be corrected with training.
• Assist with interviewing recruitments for hire.
• Assist manager and supervisors in ensuring overall quality. Review monitoring results for quality improvement opportunities.
• Training program is a five (5) to six (6) week program, after completion of classroom training; trainer will coach new hires for two (2) weeks prior to placement with a supervisor.
• Trainer is to continue to evaluate new employees after training session is complete and report any issues to management.
• Assist management with other administrative functions.
Job Specifications:
• High School Diploma, minimum
• One year of customer service or sales environment, preferred
• Prior training experience, preferred
• Prior supervisory experience, preferred
• Innovative, highly motivated, and a self starter
• Excellent verbal communication, interpersonal and leadership skills
• Detail oriented
• Lead by example
• Proficient in Word/Excel
• Meets expectations, or higher, on annual performance reviews.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information or any other status protected under applicable local, state or federal nondiscrimination laws.