Virtual Call Center Trainer

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Job description

Job Overview

The Virtual Call Center Trainer is responsible for creating and delivering effective training programs for remote call center employees in a virtual environment. This role ensures that agents, both new hires and current staff, are well-prepared to perform at high levels in customer service. The trainer will use various digital tools and platforms to facilitate engaging, interactive training sessions that align with company goals and industry best practices.

Key Responsibilities:

• Develop Virtual Training Programs: Design, update, and customize training materials tailored to remote work environments, focusing on customer service skills, product knowledge, and the use of call center technology.
• Conduct Virtual Training Sessions: Facilitate live online training sessions using video conferencing tools and learning management systems (LMS) for onboarding new employees and providing ongoing training for existing staff.
• Evaluate Agent Performance: Monitor and assess the success of training programs by reviewing performance metrics, quizzes, and direct feedback from trainees and supervisors.
• Provide Ongoing Virtual Coaching: Offer real-time support, coaching, and feedback to call center agents to help improve their skills and address any challenges they encounter in a virtual work environment.
• Update and Manage Digital Training Resources: Ensure that all virtual training materials (including videos, manuals, and presentations) are up-to-date and accessible to agents working remotely.
• Collaborate with Quality Assurance Teams: Partner with quality assurance teams to identify performance gaps and customize virtual training solutions to address these areas.
• Adapt Training for Virtual Learning Styles: Tailor training to suit various learning styles and maximize engagement through the use of interactive tools, simulations, and online assessments.
• Monitor and Report on Training Outcomes: Provide regular reports on the effectiveness of training programs, agent performance, and areas for improvement in a remote setting.

Skills and Qualifications:

• Experience: 2-3 years of experience in call center training, with specific experience in a virtual or remote environment preferred.
• Strong Communication Skills: Excellent verbal and written communication skills with the ability to present information clearly in a virtual setting.
• Virtual Facilitation Skills: Ability to engage learners through online platforms, keeping sessions interactive and effective.
• Organizational Skills: Strong time management and organizational skills to coordinate training schedules and materials for remote teams.
• Technical Proficiency: Experience with digital training platforms, video conferencing tools (such as Zoom, Microsoft Teams), and Learning Management Systems (LMS). Familiarity with CRM and call monitoring software.
• Problem Solving: Capable of identifying virtual training needs and implementing solutions to improve performance in a remote work environment.
• Adaptability: Ability to quickly adjust training content to reflect changes in virtual work tools, products, or policies.

Preferred:

• Certification in training, such as Certified Professional in Learning and Performance (CPLP).
• Experience with virtual training tools such as e-learning modules, online simulations, and webinars.
• Previous experience working with remote or virtual teams in call center environments.

Pay Details: $20.00 to $23.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

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