Scentsy

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Contact Center Trainer

Contact Center Trainer

Job ID 
2017-1976
Posted Date 
11/21/2017
Location 
US-ID-Meridian
Closing Date 
..

More information about this job

Overview

The primary responsibilities of the Contact Center Trainer are to develop and deliver effective training and performance solutions for the Consultant Support department. As a member of the Human Resources (HR) team, the Contact Center Trainer will work closely with both the Learning and Development team and Scentsy’s Contact Center, Consultant Support.

Responsibilities

  • Deliver new hire training and ongoing training for contact center team members
  • Provide on-the-job training to ensure appropriate knowledge transfer and skills
  • Conduct regular evaluations of training curriculum to ensure objectives are being met
  • Collaborate with Quality team, leadership, and other stakeholders to gather data and identify new training needs and changes to existing curriculum
  • Collect and analyze department performance data and trends and present recommendations on enhancing employee performance
  • Maintain internal department training records and schedule in coordination with Learning and Development team
  • Facilitate Train the Trainer sessions for guest presenters in the contact center; evaluate and provide coaching for guest presenters
  • Design and develop learning experiences using various training modalities including, but not limited to: Instructor-Led (ILT), e-Learning, blended courses, etc. using sound adult learning principles
  • Work with Subject Matter Experts (SMEs) on training content to ensure content accuracy
  • Proactively maintain training curriculum
  • Perform all other assigned tasks and requirements as needed

Qualifications

  • Bachelor’s degree in instructional design, instructional technologies, or related field
  • Prior call center / contact center training experience required
  • 2 years of facilitation experience
  • Prior experience developing training tools, e-learning courses, videos, and job aids

Expectations:

  • Work closely with members of the HR Learning & Development team and the Consultant Support team; manage individual workload while supporting the work of the team
  • Maintain a high standard of confidentiality
  • Adhere to all established procedures, policies, and safety rules as outlined by the Company
  • 40 hours per week; some overtime may be required
  • Some travel may be required

Knowledge, Skills, and Abilities:

  • Incorporate sound adult learning principles into curriculum
  • Proven ability to produce training programs that effectively address performance gaps
  • Strong facilitation skills with the confidence to present to present to large and small groups of people
  • Advanced knowledge of contact center environments
  • Strong data analysis skills with the ability to recommend effective solutions based on patterns and trends
  • Must be self-motivated
  • Excellent written and verbal communication skills.
  • Above average copy editing skills
  • Excellent technical and creative writing skills
  • Excellent customer service, collaboration, and project management skills
  • Experience using rapid e-Learning software such as Adobe Captivate, Articulate Studio, Articulate Storyline, and/or Camtasia
  • Ability to work at a computer station and view a computer screen for extended periods of time
  • Work is generally sedentary in nature, but may require standing and walking up to 10% of the time

Working Conditions:

Work is performed in an office environment with standard office equipment. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, or smells.