Trainer (Call Center)
Core
Designing and delivering training programs to enhance employee competencies in contact center operations and 1st party collections, ensuring workforce alignment with corporate goals.
Role type
Senior Instructional Designer and Trainer (Call Center/1st Party Collections)
Builds
Structured training plans, comprehensive training programs, and updated instructional materials for new hires and existing employees.
Domain
Contact Center Management / Financial Services Collections
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Adult learning instruction, curriculum design, training needs analysis, performance evaluation, presentation and facilitation, instructional material development, data analysis for learning outcomes, stakeholder partnership building.
Preferred skills
Experience with Workday or Saba learning software, change management, business acumen.
Technologies
Microsoft Office Suite, Workday, Saba, Training Needs Analysis tools
Responsibilities
Create and update training manuals and instructional materials; deliver structured group and one-on-one training sessions; evaluate employee competencies and identify development gaps; track and report on training program effectiveness; organize training schedules and resources; partner with managers to support training initiatives.
Seniority
Mid-level, hands-on IC