Contact Center Trainer Job

Contact Center Trainer

Onsite - Muskogee, OK

US Citizenship Required

We are looking for someone passionate about training and looking to gain experience within the Federal training space!

The Contact Center Trainer develops teaching outlines and determines instructional methods, using knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, conferences, meetings, or workshops. This individual prepares, organizes and heads training sessions covering standard training, specialized training or counseling in designated areas. Level 3 is highly competent in subject matter and concepts and may lead individuals assisting in the work.

• Conduct knowledge-based and operational training targeted at both new hires
  and established staff. Adapt training as needed to meet the individual needs of
  trainees.
  ● Support development of training plans and curriculum.
  ● Develop and administer knowledge assessment testing.
  ● Assist with QA monitoring, feedback, and coaching.
  ● Provide reporting on training effectiveness, progress, improvements.
  ● Assist in drafting a monthly action and improvement report that will include
  recommendations regarding content, QA, CSAT, training, etc.

Minimum Qualifications

• Bachelor's Degree preferred or equivalent relevant years of experience.


• Two or more years experience in a contact center.


• Experience in customer service training.


• Knowledge of contact center systems, CRM, and performance statistics.

Other Job Specific Skills

• Presents a polished and professional demeanor which allows the individual to interface and clearly communicate both technical and non-technical information effectively to beginner, experienced, and expert users.


• Demonstrated skill in analysis and measuring the performance of a training program.


• Demonstrated ability to mentor, coach and provide direction to a team of employees.


• Communication skills must be superior to display enthusiasm with a calm and professional demeanor.


• Skilled in writing concise, logically and grammatically correct training programs and correspondence dealing with complex subject matters.


• Must be detail oriented and should utilize their professional experience within the field to keep trainings on schedule


• Must be an advanced user of Microsoft Office suite of programs including Word, Excel, PowerPoint, and Outlook, and Adobe products such as Adobe Connect and Adobe Acrobat Pro.


• Possess strong listening skills as well as presentation skills, and should be comfortable conducting Q&A discussions with users and other stakeholders to collect application feedback and concerns.


• Must be well organized and have good interpersonal skills.


• Needs to travel 40%-75% of the time per month with some months being less and some possibly more. Travel will usually be scheduled at least one month in advance but may occur with little notice depending on availability.


• Ability to adjust and change focus and/or priority as well as the ability to successfully multi-task as needed and set priorities as needed.


• Knowledge of and prior experience with the Army or in a military health care setting is a plus.

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