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Trainer

Company: Frontline Call Center
Location: Charleston
Posted on: May 3, 2021

Job Description:

Frontline Call Center is growing and we are hiring for an immediate start to work from home - 100% Remotely.

Role Description

The trainer is responsible for all aspects of preparing employees to take calls for new or existing FCC accounts. They will follow a training path for new employees and ensure that new account training is created, set up and organized for all involved, to ensure that go-live dates are smooth. The trainer should also provide one on one support to agents as necessary, check Litmos daily for progress or any unusual activity, and document pertinent details as the training progresses.

The Remote Trainer reports to the Executive Director.

Responsibilities

Management Responsibilities

  • Liaise with the Operations Manager and the Client Relationship Manager to determine training needs and schedule training sessions
  • Keep attendance and other records
  • Input on and stay within the training budgets
  • Stay informed of new techniques, teaching methodologies and technologies
  • Conduct evaluations to identify areas of improvement

Reporting Responsibilities

  • Attend and contribute to the weekly Leadership meeting
  • Weekly 1 on 1 with Executive Director
  • Semi-monthly review of skills/priorities with the Operations Manager
  • Daily review and upkeep of employee training documentation and Litmos
  • Track training times/monitor the use of training codes to ensure they are being used properly
  • Provide the Executive Director with a weekly training summary

Remote Agent Training Responsibilities

  • Adapt the training program to trainees needs
  • Ensure that new agents are set on their proper training track in Litmos
  • Assign new agents their courses for the day and monitor progress
  • Follow up in Litmos to track progress and mark as needed
  • Group or one on one follow-up to ensure account knowledge is accurate
  • Test calls and/or role play depending on the group/agent/skill
  • Mark completes on Trained Agent Smartsheet and ensure Litmos shows completion
  • Add skills in InContact and set priorities
  • Live monitor first calls when necessary and support the agent through via Teams chat if needed
  • Provide feedback on calls and work with the QA Manager to improve agent performance

New Account Training Responsibilities

  • Assign new account training to those who will be active
  • Coordinate with the Client Relationship Manager and the Operations Manager on important dates such as go-live
  • Liaise with Supervisors and the Client Relationship Manager to monitor the progress of the new account and the agents handling of the calls as needed to adjust the training

Training Material Curation Responsibilities

  • Define the training situation
  • Design effective training programs
  • Prepare educational material/content such as modules, videos, training decks, role play outlines and cheat sheets

Job Qualifications

Required

  • Excellent verbal and written skills
  • Ability to work independently
  • Flexibility
  • Proven organization/documentation/training materials creation skills
  • One year of customer support experience with Frontline

Preferred but not required

  • Call center experience
  • Previous training experience
  • Remote position experience

Pay rate:

  • Base on Experience $17 - 22 hour

Benefits:

  • Paid time off
  • Medical, Dental, and Vision, eligible on the first of the month after the 60'th day of employment with
  • us.
  • 401K.

**Frontline Call Center is a W4 employer, we do NOT hire independent contractors**

**Frontline is currently only hiring in these states: AR, FL, GA, ID, LA, MI, NC, SC, NE, OH, TX, UT, VA & WA



Job Posted by ApplicantPro

Keywords: Frontline Call Center, Charleston , Trainer, Other , Charleston, South Carolina

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