Call Center Training Coordinator - Customer Service (Ability to work 2nd shift (1pm - 10pm) & Classroom Facilitation Exp. Required)

• Manage up to 30 associates in a classroom setting.
• Educate credit associates in the skills necessary to effectively execute given job responsibilities through the facilitation of training classes and maintenance of resource materials for the division.
• Design and maintain training programs including best practice training, new associate training, systems implementations, ongoing associate education, soft skills training and software tools training.
• Provide continuous improvement to training programs to ensure training time is minimized while achieving required results.
• Coach, counsel and provide feedback to associates on a daily basis.
• Collaborate with the QA team, floor supervisors and management team to ensure quality standards are being reinforced and current issues are addressed in a timely manner.
• Assist team in authoring, maintaining and revising training materials, online reference materials and communications to reflect changing business needs.
• Assist team in design and implementation of center contests and incentive programs with a focus on achieving business metrics.

• Previous supervisory or management experience.
• Knowledge of retail, credit and call center industries.
• Experience in adult education instructional design and facilitation.
• Excellent business and technical writing skills.
• Analytical and creative problem solving.
• Effective decision-maker and very detail oriented.
• Work independently, self-motivated.
• Flexible work schedule.
• Ability to work as part of a team and interact effectively with others.
• Regular attendance is required.