Contact Center Trainer Supervisor
Whitmore Steel Inc.
full-time
Posted on:
Location Type: Remote
Location: Alabama • Alaska • United States
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Salary
💰 $24 - $28 per hour
About the role
- Oversee new hire and continuous talent development functions supporting Benefits Coordination and Recovery Call Center Services
- Build and maintain effective relationships with prime contractor trainers, Customer Service Representatives, and prime contractor supervisors
- Provide training including classroom-style teaching, videos, or e-learning
- Adapt prime contractor training and maintain course content, manuals, or other training materials
- Maintain training documentation, call center procedures, policies, and compliance standards
- Conduct program evaluations to determine training effectiveness and recommend program changes to management
- Report to management on training needs and customer service failures or improvements
- Supervise customer service representatives assigned to the area
Requirements
- Bachelor's degree in education, personnel/human resources or a related field preferred, or equivalent combination of education and experience
- Certification in Customer Support, Call Center Training, or Quality Assurance strongly preferred
- Two (2) years of experience as a call center supervisor/lead with emphasis on corporate, call center training, or adult learning/education preferred
- Proficiency with Microsoft Office Suite, specifically Outlook, Excel, Word, and PowerPoint
- Capable of dealing with all levels of management and external customers in a professional business manner
- Strong written and verbal communication skills, specifically in classroom teaching and addressing group audiences
- Previous knowledge and experience working with persons with disabilities strongly preferred
- Must have strong organization/time management, critical thinking, and decision-making skills.
Benefits
- Medical, dental, and vision plans
- Voluntary benefits such as accident, hospital indemnity, and critical illness
- Employer paid benefits including Paid Time Off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center trainingadult learningprogram evaluationtraining documentationcompliance standards
Soft Skills
relationship buildingcommunication skillsorganization skillstime managementcritical thinkingdecision-making
Certifications
Customer Support CertificationCall Center Training CertificationQuality Assurance Certification