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Training and Development Specialist
Southgate, MI
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Direct Hire opportunity! The Phillip Charles Group has been servicing the local metro Detroit area for the past 30 years and has built incredibly strong partnerships with our clients, candidates, and employees. We have worked with our current client for the past 16 years and they are looking for a Contact Center Trainer & Quality Specialist based out of their Southgate, MI location. Monday•Friday 8:00am•4:30pm (Must be able to work a flexible schedule between the hours of 8am-8pm)
Salary:
$60•65k Contact Center Trainer Responsibilities Develop, coordinate, and deliver new hire training programs for Contact Center personnel. Maintain training schedules, attendance records, certifications, and training completion documentation. Create, update, and maintain training materials, presentations, job aids, process guides, and reference documentation. Monitor and evaluate calls, emails, cases, and written communications to ensure compliance with established quality standards and client requirements. Identify performance trends, skill gaps, and coaching opportunities. Assist in developing troubleshooting guides, process flows, FAQs, and support resources. Produce training effectiveness reports and training completion summaries.
Contact Center Trainer Requirements:
Associate degree desired or 6-8 years of experience in a supervisor position in a Call Center. Experience developing training materials and conducting training classes. Proficient in Microsoft applications. Knowledge of Sharepoint application Ability to read, analyze and interpret general business procedures. Ability to understand and communicate technical procedures. Exceptional verbal and written communication skills and ability to document troubleshooting reference materials. Manage and diffuse internal and external difficult situations. Strong computer and Internet skills. Training experience. Interested and qualified candidates for the opening should submit their resume for immediate consideration. Resumes will be reviewed as quickly as possible and qualified applicants will be contacted to set up an interview.
Pay:
$65,000.00 per year
Benefits:
Dental insurance Health insurance Vision insurance
