Call Center Trainer

About Us At Fieldprint, we're more than a leader in identity management services - we're a team driven by purpose, innovation, and a commitment to making a difference. We provide a full range of secure, efficient services including Livescan fingerprinting, fingerprint enrollment, Form I-9 Section 2 completion, badge photography and processing, and fitness determinations for a wide range of clients - from corporations and non-profits to federal, state, tribal, and local government agencies. As a pioneer in the industry, we've built a reputation for developing advanced technology that delivers fast, accurate results. But what truly sets us apart is our people. Fieldprint is powered by a diverse team of thoughtful, dedicated professionals who bring kindness, collaboration, and passion to everything we do. If you're looking to grow your career in a mission-driven environment where your contributions matter, we'd love to meet you. Job Description This position is responsible for training in accordance with ISO9000: 2015 Standards. Also, has the responsibility for the development, implementation, and maintenance of various training programs, as well as conducting class room training for established and new hire employees. This is an on-site position located in Mt. Laurel, NJ. The hours for this role are M-F 9:30am-5:30pm, with the flexibility to work 9am-5pm for training. This position pays $18-20hr. A driver's License and reliable transportation will be required for traveling to Warminster, PA for training as needed. Responsibilities Responsible for training new applicant services employees and supporting experienced employees to improve their performance. Create educational materials, conduct training sessions, and ensure staff members stay motivated during training. Assist in facilitating on-the-job coaching when necessary. Develop, maintain and organize all educational materials and training curricula for all FP Call Center staff members, (i.e., Training curricula, Work Instructions, Cheat Sheets, etc.). Identify individual and team skill gaps that may have a direct impact on Call Center agent performance. Maintain a consistent schedule for any up-training needs. Maintain all Training department reporting. After 2 weeks of call experience, complete new hire call auditing to identify knowledge gaps and possible competency issues. Identify and make recommendations for refresher training as needed. Maintain a consistent schedule to review all training materials to ensure materials are relevant and support current business needs. Periodically assess the impact of each educational/training course to establish effectiveness and agent training satisfaction, including new hires. Provide product/service information by answering questions and offering assistance Fulfilling and preparing ad-hoc reporting requests using department available tools such as Excel, Word, Finesse, CUIC, etc. Liaise with department managers to identify training structure and training needs for Call Center staff members. Participate in and prepare auditing information whenever needed. This position could supervise new hires during training with a direct line into department manager. Maintain attendance records for new hires during training. Required Skills Excellent time management Excellent verbal, written communication and presentation skills Proficiency in M.S. Office Suite including Outlook, Word, Excel, and PowerPoint. Must have excellent customer service soft skills Tech savvy with knowledge of relevant computer programs and telephone equipment Reliable transportation is required for travel Education A high school diploma or GED is required. A college degree is preferred. Benefits Fieldprint offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work. Medical, dental and vision coverage with spouse/family coverage options 401K plan with generous company match Flexible spending accounts Voluntary insurance coverage plans (life, disability, etc.) Paid lunch breaks Paid time off Paid holidays Paid training program/ Internal employee development Overtime options available Casual dress code Flexible work schedules Employee referral bonus program Additional Information If you have any questions regarding this opening please reach out to HR or the hiring manager Oretha McBride (View email address on click.appcast.io) Fieldprint, Inc is an equal opportunity employer. Qualified candidates will be considered in a non-discriminatory manner without regard to legally protected characteristics. #J-18808-Ljbffr Fieldprint