Call Center Trainer

Job Description

Job Description

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Pay: $43,000.00 - $45,000.00 per year

Job description:

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SUMMARY: Prepares new team members to succeed in their jobs. Required to be available as needed per campaign and can be moved between campaigns as needed.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes.

o Trainers have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility

You thrive in challenging others to be creative problem-solvers. o Training is more than just knowledge transfer; it’s about equipping trainees to be self sufficient agents who will guide customers to solutions. A Trainer should have this skill mastered so well that Assistant Trainers can observe and learn from them.

You desire a fun atmosphere that promotes interactive learning. o Leading a training class is about creating a fun, engaging environment in which learning can flourish.

You enjoy helping others succeed! o Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

There’s no I in Team. o Trainers should consistently be on the lookout for ways to help not only other trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

Be a reason to stay. o We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.

Be a reason to stay. o We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.

Recap with style.

Trainer Job Description

o Everyone wants to know how the current training class is doing, but they can’t spend every moment seeing what’s going on. This means it is up to the Trainer to send detailed recaps and reports that showcase the monumental wins occurring daily in the classroom. You can lead with humility. o A Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities. Coaching is second nature. o Developing agents should be a passion that is shown everyday through the use of the Coaching Tactics. You aren’t afraid to ask the tough questions. o It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions. Be able to write what you teach. o On occasion Trainers write curriculum for Etech or its clients. Often times they get to write about a best practice they created or discovered that could benefit other Trainers. You bring others up to your expert status. o Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Assistant Trainers, and even fellow Trainers. You bring solutions, not problems. o A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it! You lead by example. o Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Assistant Trainers tips on how to epitomize these traits.

SUPERVISORY RESPONSIBILITIES: Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Knowledge of: Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures. Ability to: Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from two-year College or University; or related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS: Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. CERTIFICATES, LICENSES, REGISTRATIONS: Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Education:

• High school or equivalent (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Dallas, TX 75247 (Required)

Work Location: In person

\nCompany Description

Etech's Vision

To make a remarkable difference for our people, our customers and within our communities.

Etech's Mission
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Our Character Commitments

Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.

Integrity
Valuing People
Teamwork
Accountability
Communication
Vision
Adaptability
Humility
Creativity
Teachability
Positive Influence
Courage

Company Description

Etech's Vision\r\n\r\nTo make a remarkable difference for our people, our customers and within our communities.\r\n\r\nEtech's Mission\r\nEtech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.\r\n\r\nOur Character Commitments\r\n\r\nEtech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.\r\n\r\nIntegrity\r\nValuing People\r\nTeamwork\r\nAccountability\r\nCommunication\r\nVision\r\nAdaptability\r\nHumility\r\nCreativity\r\nTeachability\r\nPositive Influence\r\nCourage