Pearl Interactive Network - Winchester, KY

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Job Title: Trainer – Call Center

Winchester, KY

Reports to: Program Manager

Revision Date: June 2013

Department: Operations / Customer Service

Salary: Depends on Experience

Classification: Full time

Operating hours are 9a to 9p, M-F

Benefits Provided

Job Purpose:

Administers, facilitates, and may plan training programs in connection with call center goals. Coordinates projects assigned by management and ensures project completion by target deadlines.

Position Duties:
  • Facilitate training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the adult learner.
  • Planning, coordinating and conducting training for new and existing personnel. Activities may include but are not limited to, securing training space, classroom set-up, securing training resources, and collection and entry of training data.
  • Monitor progress of trainees during training and coach for improvement.
  • Identify performance gaps, causes of the performance gaps and provide solutions to the Training Delivery team.
  • Provide coaching about job performance and quality assurance to employees after training.
  • Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance.
  • Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.
  • Ensure that all training documentation and data is completed and that materials are delivered according to guidelines.
  • Complete CSR observations to observe trends and make recommendations for changes in scripting and training.
  • Complete peer audits to share best practices and aid in improving peer facilitation and knowledge skills.

About this company
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Pearl Interactive Network is a social enterprise that gives hiring priority to skilled and talented veterans, disabled veterans, military...