Contact Center Training Specialist

This is a fully remote position, open to applicants in Alabama, +8 more states.

📋 Description

• Conduct captivating virtual training sessions for both new and existing contact center associates focused on service and sales, primarily utilizing Microsoft Teams.

• Oversee onboarding for new hires, skills enhancement, and ongoing learning initiatives.

• Develop and refine training resources, which include presentations, videos, job aids, assessments, and knowledge checks.

• Recognize opportunities to enhance onboarding processes, learner engagement, ramp-up time, and post-training performance.

• Mentor associates on systems, software, hardware, and tools relevant to the contact center.

• Evaluate trainee performance, pinpoint skill gaps, and deliver targeted coaching.

• Leverage feedback, assessment outcomes, and performance metrics to uncover training opportunities and assess effectiveness.

• Collaborate with the Training Director and departmental leaders to ensure training aligns with the changing needs of the business.

⛳️ Requirements

• A minimum of 2 years of experience as a trainer, facilitator, or in a learning-focused role.

• Proficiency in delivering live virtual training via Teams, Zoom, or comparable platforms.

• Experience in creating, modifying, and enhancing training content and materials.

• A proactive approach to seeking improvements in training, onboarding, and learner outcomes.

• Comfortable with learning new systems and resolving technical issues.

• Ability to remain composed and effective amid changing priorities or processes.

• Open to giving and receiving constructive feedback within a collaborative setting.

• Patient, approachable, and adaptable to various learning styles and skill levels.

• Experience in contact center training is highly preferred.

• Background in sales training or contact center sales is strongly preferred.

• Preferred experience in the travel industry.

• Familiarity with Sabre, Apollo, Amadeus, or Worldspan is advantageous.

🏝️ Benefits

• Travel perks that allow you to experience the journeys you help facilitate.

• A people-first, feedback-driven culture.

• Genuine career advancement opportunities in training, leadership, and operations.

• A chance to influence and enhance training programs.