Contact Center Trainer

JOB SUMMARY:

The Contact Center Trainer plays a critical role in developing and delivering training programs that ensure the success of our Contact Center Representatives. This position is responsible for new hire onboarding, ongoing skills development, product knowledge education, system training and enhancing the overall performance of the Contact Center team. The ideal candidate is passionate about learning and development, understands the dynamics of a fast-paced contact center environment, and is skilled at engaging diverse learners.

ESSENTIAL FUNCTIONS:

• Facilitate engaging and interactive training sessions for new hires and existing employees both virtually and in person.
• Design, update, and maintain training materials, curricula, manuals, e-learning modules and job aids that can be delivered either in a physical classroom or virtual setting
• Conduct training needs assessments to identify performance gaps and recommend targeted learning solutions.
• Collaborate with Contact Center leadership team to align training initiatives with operational goals.
• Monitor and evaluate the effectiveness of training programs through assessments, and feedback surveys.
• Stay informed of updates to products, service, systems, procedures and regulatory requirements to ensure training materials remain current.
• Maintain detailed training records, attendance and performance tracking.
• Participate in continuous improvement initiatives to enhance the overall employee learning experience.
• Support the rollout of new technologies and procedural changes with appropriate training strategies.
• Serve as a role model by demonstrating exceptional member service and professionalism.
• Adheres to professional guidelines outlined in the Human Resource Policies and Procedures guide.

• Help coordinate appropriate resources to ensure training is delivered in the most efficient and effective manner.
• Actively participate in the planning and design of curriculum using adult learning methodology; ensure courses address appropriate skill sets, stimulate learning, and motivate employees.
• Keep manager, updated on work progress and issues or changes.
• Work closely with Contact Center leadership team to maximize the use of resources, knowledge and best practices.

• Perform other duties as assigned

KNOWLEDGE, SKILLS & COMPETENCIES:

• Facilitation skills: Able to lead engaging, learner-focused sessions.
• Adaptability: Thrives in a fast-paced evolving environment.
• Empathy and Emotional Intelligence: Understands learner challenges and fosters a supportive learning atmosphere.
• Collaboration: Works effectively across department and teams.
• Analytical Thinking: Assesses training effectiveness and identifies areas for improvement.
• Member-Centric Mindset: Understands and promotes high-quality service standards.

QUALIFICATIONS:

• College degree or work experience in a related field such as Organizational Development, Training, Education, or Business Communications preferred.
• 1-2 years experience working in a Contact Center environment.
• Experience in the delivery and group facilitation of training via multiple instructional methods (classroom, webinars, e-learning, one-on-one).
• Working knowledge of adult learning theory, diverse learning styles and adult motivational techniques.
• Experience designing and developing e-learning, web-based and classroom training courses.
• Experience working with web-based training technology, e.g. Microsoft Teams
• Experience evaluating the effectiveness of training.
• Location will be on-site in Clackamas
  
  

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.

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Job Details

Job Family

Member Services

Job Function

Member Services

Pay Type

Hourly