Call Center Trainer

Southern Glazer’s Wine & Spirits, the largest, privately held liquor/wine distribution company in the USA, is looking for an ambitious, motivated, professional employee to join our operation’s team. The Quality Assurance/Training Analyst provides new hire training and on-going training for the National Call Center as well as develops new training to meet the ever-changing needs of our growing Call Center. This person must be self-motivated but also work well in a team environment. The NCC is open from 7:00 am - 6:00 pm CST. Hours: Mon-Friday 8-5PM.

• Deliver training presentations.
• Assist in developing new training modules.
• Provide recommendations for agents when quality or proficiency standards are not met.
• Work with management team in providing additional coaching and training.
• Provide feedback to management team regarding site wide trends and develop solutions.
• Recognize necessary process improvements and make pro-active recommendations to the management team.
• Keep up to date on all state specific requirements for divisions supported by the National Call Center.
• Monitor Call Center agents’ in-bound/out-bound calls, emails and perform other job process audits.
• Ability to handle incoming calls and resolve customer issues.
• Score and evaluate calls and emails based on agent adherence to quality processes and service standards.
• Identify knowledge gaps and inaccuracies to ensure exceptional service standards are met.
• Must be flexible and able to work any hours that the Call Center is open. Shifts may change.
• Perform monthly one-on-ones with staff and provide call-handling training and coaching.
• Other duties and projects as assigned.

• High school education or equivalent is required.
• Must be proficient in Microsoft Office, including Outlook, Word and Excel
• Excellent written and verbal communication skills required to create and proof read training documentation and communication literature.
• Excellent analytical skills.
• Excellent presentation skills.
• Demonstrated ability to coach and mentor staff on call performance.
• Ability to employ different coaching techniques based on audience’s preferred method of learning.
• Highly organized with attention to detail.
• Good judgment and decision making ability.
• Ability to work within deadlines.
• At least two years of work experience in a quality assurance role.
• Good time management skills and the ability to meet deadlines for assigned tasks.

• Associate or bachelor’s degree is preferred.
• Training and/or coaching experience is highly desirable.

• Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine.
• Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping.

About Southern Glazer's Wine & Spirits:

Southern Glazer's Wine & Spirits is the largest distributor of beverage alcohol in North America, and proud to be a multi-generational, family-owned company. Southern Glazer’s has a proud history of consistently delivering impeccable service in 44 states, plus the District of Columbia, Canada and the Caribbean. It’s all made possible by our employees. Our careers focus on delivering a captivating and rewarding experience. Challenging our colleagues every step of the way, we provide the tools for them to grow, succeed and accomplish both their personal and professional goals. Together, we can deliver the highest quality service for our suppliers and our customers while we put you on the career path you’ve been looking for.Southern Glazer’s is nationally recognized by its supplier partners as well as by its customers for its state-of-the-art distribution capabilities and its leading-edge information technology. We also believe in the importance of giving back, being a socially responsible corporate citizen and making generous contributions to national, state and local charitable organizations.