Trainer - Call Center (Customer Service)

The Account Trainer serves as a strategic partner to account leaders in support of training and development solutions that meet corporate and account/client goals and objectives. He/she will be responsible for program specific training curriculum development, training collateral upkeep, training communication and training delivery for client product, services and knowledge training initiatives.

Primary Responsibilities:
Ownership of New Hire, New Product and Ongoing training for the account
Establishing and follow through of the training roadmap in collaboration with the client and the account leadership team
Develops best practices and integrate them into daily operating processes for the team
Assist e-learning development and with design and development of e-learning modules for the team
Conduct follow up assessments to evaluate and measure results of training program/materials

Education:
Minimum of a high school diploma or general education degree (GED); a minimum of one to three years of experience training personnel, preferably in a contact center environment.

Experience:
Call Center/Operations setting
Training in Customer Services background
Minimum 2 years experience in Training and Development
Experience in assessment, design, execution, training results measurement. Multi-solutions delivery experience
Strong presentation skills with the ability to facilitate successful learning for individuals or groups

Language Skills:
Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids. Ability to write routine correspondence. Ability to speak effectively and informatively, and respond to questions from customers, clients or Associates of an organization, over the phone or in-person.

Reasoning Ability:
Ability to define problems, collects data, establish facts, identify trends and draw valid conclusions.

Computer/Technical Skills:
Previous contact center leadership experience. Automotive/tire experience a plus. Proficiency with Windows-based applications within a network environment. Proven ability to comprehend new systems and technologies.

Other Skills and Abilities:
Ability to manage difficult, irate or emotional situations while maintaining composure; ability to multi-task; excellent time and process management skills; project management skills; ability to handle conflict and balance the needs of the program and the team; demonstrates strong leadership skills. Self motivated individual who has the ability to motivate others, focus on business goals, understands the need, focus and high priority to meet business demands.

Other Qualifications:
This position may require participation in and possible travel to training sessions, off-site events, and client locations.

Leadership Standards/HCLA solutions Values: To perform the job successfully, an individual should demonstrate the following competencies:

Leadership Standards:

Shape Strategy: Communicate strategy, objectives and priorities aligned with organizational objectives; organize and prioritize work to support key processes and goals.
Champion Change: Display innovative ideas and solutions; engage key stakeholders in change management; model flexibility and adaptability.
Optimize Operations: Support tasks and functions that add value, and eliminate those that do not. Continual process improvement.
Collaborate: Actively listen and confirm understanding of differing perspectives. Surface conflict and productively resolve it. Work together to achieve the common goals.
Communicate Candidly: Clearly convey key messages; recognize when miscommunication has occurred and act to correct it; integrate HCLA solutions values. Hold crucial conversations.
Build Talent: Accurately assess strengths and weaknesses. Through coaching, provide candid, constructive feedback; improve team effectiveness. Inspire and reward excellence in performance. Develop associates to reach their potential. Make tough decisions when necessary.
Achieve Results: Set high standards of performance; leverage opportunities and overcome obstacles; allocate resources appropriately and consistently monitor progress. Hold ourselves and each other accountable for achieving results.
Make Sound Business Decisions: Decisions demonstrate knowledge of the impact of my actions on HCLA solutions overall performance and strategy. Demonstrate empowerment and accountability in making timely decisions, with conviction of purpose.
Deliver Customer Value: Foster and demonstrate a focus on customer/stakeholder value.

Physical Demands & Work Environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Associate is regularly required to sit, talk and hear. The Associate must occasionally lift and/or move up to 10 pounds.
The noise level in the work environment is usually moderate.

If you feel that you qualify for this position and ready to move forward, click APPLY today!

HCLA Solutions is an Equal Opportunity Employer - EOE, M/F, D/V.

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Job Type: Full-time

Salary: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Training & development: 2 years (Required)
• Call Center: 1 year (Required)
• Presentation skills: 2 years (Required)
• Leadership: 1 year (Preferred)
• Customer Service: 2 years (Preferred)

Location:

• Kings Mountain, NC (Required)

Work Location: Remote