Call Center Training Instructor I
On-siteLas Cruces, New Mexico, United States
Las Cruces, New Mexico, United StatesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Facilitate classroom-style training on products, services, techniques, systems, and processes for new hire customer service and sales teams. Develop and maintain training curriculums, materials, and tools using adult learning theories while conducting needs analysis with business partners and SMEs. Create assessments to measure learner performance and provide follow-up coaching to reinforce skills and address quality gaps. Monitor trainee knowledge before and after sessions to determine follow-up requirements and work one-on-one with representatives to improve ongoing performance.
Required Qualifications
- 1+ years of experience teaching or training in a classroom environment (in person or virtual)
- Associate degree and combination of education and relevant work experience
- Exceptional interpersonal & communication skills
- Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
- Understanding of training tools and techniques
- Possess practical conflict resolution skills (both customer and agent conflict)
- Possess time management, planning, organizational and multi-tasking skills
- Excellent presentation skills (oral and written), as well as the ability to motivate, teach and inspire staff
- Ability to work in a professional but fast-paced environment
- Excellent planning, class management, and coordination skills and ability to work with a variety of learning styles
- Strong understanding of adult learning theory, curriculum design, and training
- Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
- Comfortable providing and accepting critical feedback
- Capable of prioritizing and organizing work efficiently to meet deadlines
- Experience in assessing learning needs and identifying performance gaps
- Experience defining curriculum strategies and training plans
- Experience designing and developing training content, courses or programs, and training evaluation
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- A background in call center customer service or sales or experience in group instruction in a corporate classroom setting required
- This is a full-time, local, on-site position and requires employees to report to work at our Jacksonville contact center
Desired Qualifications
- Military, local, state or federal government experience is a plus
- Experience working in a contact center environment is a plus
- Graduation from an accredited two-year or four-year college or university is a plus
- Experience working with Learning Management Systems (LMS) is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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