Trainer - Call Center

NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. 

Job Summary
Provide initial and ongoing training for the Call Center through a variety of delivery methods. The Trainer will develop product knowledge and skills for the Call Center team while supporting departmental and customer facing improvement initiatives within the company. Provide dynamic presentation skills to engage participants while teaching courses as well as supporting the team and customers.
Responsibilities

• Present training materials through classroom learning to support call center functions including, but not limited to: system, process, policies, product/service, and customer interaction skills
• Conduct technical training needs assessment by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks
• Assesses training needs of agents; design and build training aids to assist with delivery of training;  Plan and implement competency based assessments to measure participant performance
• Maintain current call center knowledge for each affiliate by taking calls, attending team meetings, and side by side observations
• Recommend and develop supplemental training to existing employees when needed
• Interact with all areas of the business on products and services to ensure current information
• Act as liaison to other department personnel for training-related issues and questions
• Partner with SMEs and peers to address knowledge gaps and areas of opportunity identified through departmental objectives
• Develop, manage, and organize training library
• Assist with QA monitoring, feedback, coaching to include measuring training class results through 30, 60, and 90 day post-training evaluations and identify areas of opportunity
• Provide reporting on effectiveness, progress, improvement
• When required or needed, jump in queue and assist as needed to maintain SLA for customer base
• Performs other duties as required.

Qualifications
Knowledge, Skills, and Abilities        

• Knowledgeable about existing and emerging training methods/tools
• Familiarity with Call Center reporting, KPIs and SLAs
• Ability to coach and mentor other effectively
• Comfortable with client facing interaction
• Strong technical background and knowledge. Proficient knowledge in MS Office programs, Internet browsing, etc.
• Excellent oral and written communication and interpersonal skills
• Strong presentation skills; strong analytical and problem solving skills
• Able to multi-task effectively
• High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
• Self-starter, sense of urgency, and works well under pressure
• Able to build rapport and listen attentively to the needs of customers
• Resolution oriented, drive to take initiative
• Good organizational, time management and follow-up skills
• Ability to be flexible in work schedule including nights and weekends

Minimum Education and Experience         

• Minimum of 3 years Call Center experience required
• Prior leadership experience in Call Center environment preferred
• Bachelor's degree in Computer Science, Business, Communication or related field a plus

An equivalent combination of education and experience may be considered.

Physical Demands
Work is typically performed in an office setting