Open to internal AWL candidates only
As a Contact Center Trainer you will be intimately involved in the onboarding and training of newly hired Contact Center Representatives. You will be responsible for teaching them about AWL history, culture and values as well as training them how to be optimally effective as Contact Center Representatives. You will also perform evaluation and certification of each Contact Center Agent before their graduation to the production environment. You will follow up with and coach new Contact Center Representatives as needed to ensure productivity standards are met. In addition, you will also assess your team of trainers for effectiveness and impact in carrying out their training responsibilities. You will work with other trainers and the Contact Center Team Lead – Training in carrying out your responsibilities.
General Responsibilities:
- Lead training classes for new Contact Center Representatives to train them on the job and orient them to AWL culture, history and values
- Be accountable for graduating trained Contact Center Representatives that can achieve our Transfers Per Hour targets
- Stay abreast of and effectively communicate best practices and Contact Center processes to all trainees
- Collaborate with the Contact Center Team Lead – Training and other members of the training team to ensure our training curriculum is current and effective in developing quality, engaged and productive Contact Center Representatives
- Evaluate the quality of trainee/recruits and hold them to our production standards before certifying them as qualified Contact Center Representatives
- Provide feedback to the Contact Center leadership team as appropriate on the quality of Contact Center Representatives in your training classes
Requirements:
- Great stage presence and the ability to engage an audience with a positive attitude, high energy, and a professional demeanor
- Excellent verbal and written communication skills
- Excellent teaching and assessment skills
- A proven track record as a Contact Center Representative
- Ability to work independently
- This is a remote position. Including the ability to be at AWL offices (or other designated training facility) during the scheduled training class hours whenever training classes are held, or for any other necessary meetings, training, activities, etc.
