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Contact Center Trainer - Full Time

HD Supply - New Braunfels, TX

Posted on 06/22/22 (Ref: TXsOogUnMN)

Contact Center Trainer - New Braunfels, TX - HD Supply

Job Summary

Provides training and development to contact center associates through instruction, feedback, job aids, and reference materials.


Major Tasks, Responsibilities, and Key Accountabilities

  • Delivers in-person, virtual, electronic, blended, and micro learnings in a contact center environment using training and facilitation best practices.
  • Integrates adult learning principles into training courses and supports multiple learning styles using various instruction delivery methods.
  • Authors and maintains departmental standard operating procedures and creates skill development modules and job aids.
  • Conducts, organizes, and supports new hire orientation, I9 processing, and foundational training courses.
  • Sets up classrooms for individual and group training sessions.
  • Supports training program development, delivery, and reporting strategies through the learning management system.
  • Listens to recorded and real-time calls to evaluate associate interactions with customers and provides follow-up feedback and training as needed.
  • Assists with instructional design and development projects.

Nature and Scope

  • Refers complex, unusual problems to supervisor.
  • Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
  • None.

Work Environment

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
  • Typically requires overnight travel less than 10% of the time.

Education and Experience

  • HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Contact Center Trainer - New Braunfels, TX - HD Supply

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