Contact Center Trainer at American Electric Power

Columbus, Ohio, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Energy, Utilities, Retail EnergyIndustries

Requirements

Bachelor’s Degree preferred
Minimum of three years of experience within a Training or Quality department of a Contact Center and an additional two years as a Trainer/Facilitator or Designer
Experience in Quality Assurance or Instructional Design is a plus
Knowledge of applicable technology is preferred (LMS and Articulate)
Must be able to demonstrate examples of past material or methodologies
Understanding of Contact Center practices and an in-depth understanding of Contact Center KPIs
Knowledge of or the ability to learn the Retail Energy industry
Methodical and organized work style—maintains notes, records, schedule, to-do lists
Ability to prioritize, plan proactively, and manage conflicting priorities
Superior attention to detail and conscientious attitude relating to quality of work
Ability to work independently (with little instruction/supervision)
Effective problem-solving skills: ability to identify alternatives and develop unique solutions
Takes initiative; proactive approach; asks questions to ensure understanding/clarity
Comfortable with change, uncertainty and in-development conditions
Resilient under stress and dealing with multiple demands

Responsibilities

Facilitate classroom and/or virtual training on sales, products, systems, procedures, and customer service techniques for all new and tenured Advocates as needed
Develop and maintain a strategic training plan that supports performance objectives and addresses identified learning gaps
Build established training curriculum and modules into a Learning Management System
Create and design new content and lessons for the Learning Management System based on sound educational principles
Maintain all training curriculum and training tools, including the Learning Management System, facilitator and participant guidebooks, bill samples, and reports
Manage testing and performance for all new hires while in training
Evaluate trainees' knowledge to determine necessary follow-up
Provide reporting and analysis to business leaders illustrating training success and opportunities
Conduct new hire call monitoring and provide individual coaching and motivation
Build and lead a mentorship program for Contact Center Advocates
Evaluate a weekly sample of calls for Quality Compliance
Provide backup coverage for Quality Specialist
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Training DeliveryCurriculum DevelopmentLearning Management SystemAdult Learning PrinciplesCall MonitoringCoachingPerformance AnalysisSales TrainingCustomer Service TrainingMentorship ProgramQuality AssuranceReporting