Call Center Trainer
Pearl Interactive Network
Are you passionate about developing others, creating engaging learning experiences, and shaping high-performing contact center teams? At Pearl Interactive Network, we’re always looking for exceptional Call Center Trainers to join our Talent Community for future remote opportunities.This is your chance to make a real impact from day one, shaping the performance, mindset, and confidence of the next generation of customer service superstars.The Call Center Trainer (CCT) is responsible for planning, coordinating, and conducting training for new and existing employees to build and maintain a capable, efficient, and effective workforce that meets the organizational goals by using industry best practices for training development.Operating Hours: 8 am - 8 pm EST, Monday-FridayTechnical Equipment and Remote Office Requirements:Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply. Ethernet cable access. Wi-Fi-only connectivity, prohibited. Private and secure workspace within your home. Away from noise and distractions. Computer equipment, monitor(s), and headset provided. Job Duties:Organize training material to educate employees during the implementation process of strategic and standard techniques. Assist with the development and delivery of specific learning and evaluate training outcomes. Conduct ongoing training to ensure a consistent and complete understanding of the knowledge and skills required to report accurate and timely data collections. Secure training space, classroom set-up, training resources, and collection and entry of training data. Monitor the progress of trainees and provide continuous support to improve knowledge and understanding to aid in job performance. Maintain training materials to ensure that all staff is kept up to date with any policy, procedures, and application changes that occur. Assist in the evaluation of the effectiveness of training based on formal and informal feedback from employees and customers. Complete CSR observations to observe trends and make recommendations for changes in scripting and training. Completes peer audits to share best practices and aid in improving peer facilitation and knowledge skills. Perform all other duties as assigned. Job Requirements:Bachelor’s degree or appropriate combination of education PC Proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint Motivate and facilitate change and learning. Strong problem-solving and organizational skills Respond professionally to difficult or tense situations that may arise out of daily duties. Must have 4-6-8 weeks of regimen and classroom training experience. Experience with Citrix, and Virtual Desktop is helpful. Ability to screen share and use split screens. Effectively prioritize and complete tasks within established contractual service levels required. Excellent presentation and public speaking skills Promote a positive team environment and employee participative culture. Has a solid understanding of company policy and procedures. Professional demeanor and attitude
