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Call Center Training Manager - Virtual/Remote

Work from your, home office


Call Center Training Manager - Virtual/Remote

  • 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.
     
     
    Job Description

    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.

    Minimum Requirements:

  • 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


Job Type: Full-time

Experience:

  • Call center training: 2-3 years (Required) 

  • Call center supervision: desired

  • Work from home at least one year

Work Location:

  • Work fully remote

Company's website:


ViaSource Solutions, Inc. is currently accepting applications in the following states: 
 

Alabama

 

Indiana

 

Missouri

 

Ohio

 

Texas

Arkansas

 

Iowa

 

Nebraska

 

Oklahoma

 

Utah

Delaware

 

Kentucky

 

Nevada

 

Pennsylvania

 

Virginia

Florida

 

Louisiana

 

New Hampshire

 

Rhode Island

 

West Virginia

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Michigan

 

New Mexico

 

South Carolina

 

 

Idaho

 

Mississippi

 

North Carolina

 

Tennessee

 

 

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