2-3 years Training in multi-location call center company
Some Call Center Supervision
ViaSource Solutions is a cloud-based contact center company with operations in the US, Honduras, and the Philippines. Projects span both inbound and outbound calling campaigns. We perform customer care, surveys, lead generation, customer service and some sales. We have clients in a variety of industries. ViaSource Solutions is a work-at-home “virtual” contact center company.
On any given week there are 4-8 training programs being administered in the various centers for ViaSource programs.
There is a need to coordinate the training as a given project may be in two or three centers.
The Corporate trainer will be the person to participate in the Train the Trainer sessions provided by ViaSource customers and then be responsible for implementation of the training at the assigned locations.
Soft skills must be reinforced, client systems and accompanying technology must be verified and taught and campaign specifics must be ingrained.
Agents have a nesting period that must be monitored, and often, additional material must be taught and/or reinforced
Follow-up and co-ordination with QA is essential to ensure that agents are current on their knowledge and operating to expectations.
While we use a cloud-based call center platform for some campaigns, typically we have our agents log into the client systems.
The trainer is responsible for overseeing and coordinating the delivery of contact center training across multiple contact center projects/programs. In this position, you must demonstrate the ability to learn and retain a high level of content knowledge, show an understanding of adult learning principles, and have experience with training management.
The Trainer will support program goals and initiatives for performance by identifying performance gaps, causes of the performance gaps, and by providing suggested solutions to the Contact Center Project Managers.
Essential Duties and Responsibilities:
Develop and coordinate training content with the following goals in mind: Complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of the information, and provide required job aids to gain full program knowledge.
Participate in Train the Trainer sessions with new contact center clients and develop the ongoing training plan for new hires across the company locations.
Facilitate new hire and update training to ensure delivery is consistent across project locations company wide.
Develop company-wide reporting to include records of attendance, test results, performance issues in the classroom and nesting, quality monitor scores, and feedback in nesting. Make recommendations as appropriate.
Partner with contact center Supervisors, Managers, and QA team to drive performance and quality of service. Actively strive to develop strong working relationships with all contact center personnel.
Two (2) years of lead gen, customer care or sales Training experience required.
Two (2) years of progressively responsible production/call center experience preferred.
U.S. Citizenship required
Regular experience with the delivery of virtual classroom training to 5-20 trainees using GoToTraining or other formal systems required.
High level of initiative and enthusiasm about training and employee development
Ability to effectively communicate with multiple levels within the organization by phone and email.
Professional demeanor and attitude
Project management, leadership, problem-solving, and organizational skills desired
Facilitation, presentation, and public speaking skills
Adaptability to change.
Ability to work independently.
PC Proficiency, especially MS products (Outlook, Word, Excel); experience with agent desktop lockdown software, data secure environments, VPN helpful.
Home Office Requirements:
Must have a hardwired broadband internet connection with 20mbps or higher required. (you can test this by going to www.speedtest.net)
Private work area and adequate consistent power source
Windows 10 Personal computer & USB headset with microphone; sorry, no Macs