AT&T Wireless Customer Support Training Manager

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Job description

Are you experienced in AT&T sales or customer support and have a passion for learning and a knack for mentoring? DSI, a growing Dallas-based sales enablement and custom business solutions company, founded in 1984 and family-owned and run, has an immediate career opportunity for a motivated individual to fill our Call Center Training Manager position for AT&T Wireless and Fiber sales/service support. This position is responsible for all aspects of Level 1 - frontline call center agent training.

THIS IS AN IN-OFFICE POSITION THAT WILL REPORT TO OUR RICHARDSON, TEXAS OFFICE.

Essential Functions

Identify training needs through observation, KPI reporting, and through consultation with project stakeholders

Develop and articulate curriculum and produce instructional design and course outlines prior to content development

Produce and supervise course content production and delivery

Deliver and host dynamic, energetic, and engaging trainings and meetings with call center staff: in-house trainers (T3), managers, supervisors, QA, and agents

Manage, develop, and grow 6 offshore training specialists (T3)

Oversee the creation, development, maintenance, organization, and execution of all forms of AT&T-related training content and delivery

Oversee call center instructor-led classroom workshops, including, but not limited to: rep training, computer-based virtual training and webinars, Train-the-Trainer (T3) onboarding, QC'ing T3 teach-backs, continuing education efforts

Ensure the team delivers AT&T-related product and service training to assigned audiences in a dynamic, energetic, personable, engaging, intelligent yet entertaining fashion

Work side-by-side with the Senior Training Manager and content developers to ensure timely and appropriate training material development and scheduling for all efforts

Help build, update, and maintain all training materials, including but not limited to: presentations, job aids, reference material, simulations, knowledge base articles, and other pertinent digital vehicles for learning optimization across all assigned platforms and audiences - with a primary focus on frontline customer and seller support for AT&T Wireless and High-Speed internet products and services

Supervise any content creation vendors to ensure timely but accurate training material delivery

Ability to gain insights from weekly calls and meetings to formulate strategies within each assigned audience to bring timely, efficient, and unified training messages throughout the project

Other responsibilities as assigned

Requirements

Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization

Wireless, high-speed internet, video customer knowledge

Minimum 3 years of call center experience, including frontline customer support, as well as presentation and training curriculum development and delivery

Call Center/QA Supervisor experience is highly desirable

The qualified candidate should be able to create and deliver clear, engaging, aesthetically formatted, and properly animated PowerPoint/Canva content with quickness and ease (including print materials)

Computer Skills

Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), Canva, strong computer proficiency, web conferencing (ex. MS Teams, Zoom)

Adobe Creative Suite, LMS, Cloud storage services

Additional Requirements

Bachelor's degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)

Neat, professional appearance, and outgoing demeanor

Valid passport

Some overnight international travel may be required (1-2x/year)

Spanish Bilingual is a plus but not required

Benefits

Paid Vacation and Sick Time

Medical, Dental & Life insurance are available on the first day of the month following your first day of employment

401k Plan with employer matching

Employee Profit Sharing Program

Ongoing training and development

50% AT&T wireless discount

Potential for career growth - we prefer to promote from within!

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