Call Center Training Instructor
On-siteIowa City, Iowa, United States
Job Summary
Provide onboarding training for new customer service and sales team members while working with representatives to improve ongoing performance. Facilitate classroom-style instruction on products, services, techniques, systems, and processes, and assist in planning, coordinating, and implementing a comprehensive training program. Develop training curriculums and materials using adult learning theories, create assessments to measure learner performance, and monitor knowledge gaps to determine follow-up needs. Work one-on-one with staff to reinforce skills, provide coaching on job performance and quality assurance, and utilize various instructional methods to maximize delivery effectiveness.
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, and on-site position
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
- Must be willing to submit to drug screening
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