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For 39 years, DSI has provided enhanced value that delivers results for our clients and partners.
Small Business Training Specialist
Location
United States
Posted
162 days ago
Salary
0
Seniority
Mid Level
Job Description
Small Business Training Specialist
DSI
• Identify and deliver on the agent training needs through constant immersion in the contact center • Develop and deliver energetic and engaging training, meetings, and huddles • Tackle mastery of knowledge of ever-changing offers, products, and services, as well as a unique and complex call center system, ticketing, and order entry systems and processes • Have a thorough understanding and knowledge of call center environments and culture and be able to “talk the talk” by not just teaching, but by being able to demonstrate on a live call what good customer service sounds like • Handle in-bound sales support calls along with agents from various retail locations, listening to, understanding, and providing need-based sales solutions for store associates and their customers. • Track customer inquiries and resolutions, logging calls with various dialer and ticketing software platforms • Handle inbound call volume along with agents, demonstrating proper soft skills to ensure a high level of customer support and customer satisfaction • Responsible for the day-to-day management of the agent-facing learning library of materials, identifying gaps in the library and moving quickly to update • Provide up-to-the-minute communication of changes in offers and updates in processes to stakeholders, i.e., training team, agents, team leaders, and supervisors • Through immersive experience, trainers will provide on-site training and agent education, including, but not limited to, group training, side-by-side instruction and coaching for agents, team leaders, and supervisors • Work in close contact with the Lead Trainer to ensure timely and appropriate training material development and roll-out • Being immersed in the environment and working side-by-side with agents to intimately know, understand, and train to varying situations to all stakeholders • Become a subject matter expert and proactively own opportunities for improvement and training. • Keep current on processes, systems, and issues to troubleshoot and problem-solve • Continuously educating agents on AT&T-related product and service training in a dynamic, energetic, personable, engaging fashion • Player/trainer who will take inbound calls, create tickets alongside agents after extensive research to resolve customer issues • Help build, update, and maintain sales & training presentations (PowerPoint, videos, etc.), job aids, and reference materials for learning optimization across all assigned platforms and audiences – with primary focus on AT&T products and services • Ability to gain insight and formulate patterns to bring a unified training message throughout our programs
Job Requirements
- Clear, dynamic, & precise communication skills to all levels of employees, from entry-level agents to leadership, both inside and outside our organization
- Minimum 2 years’ telecommunications call center experience
- Minimum 2 years of presentation and training in curriculum development
- Proficiency in many forms of audience-driven content creation, design, and delivery, especially Microsoft’s PowerPoint, with a detailed eye towards designing and delivering slides
- Deliver clear, engaging, aesthetically formatted, and PowerPoint content with quickness and ease
- Microsoft Office Suite (PowerPoint, Excel, Word, Outlook); strong computer proficiency, web conferencing (ex. Zoom, WebEx, MS Teams), and A/V setup and troubleshooting skills (projector setup, TV and audio systems, etc.)
- Ability to manage multiple deadlines for all partners, internal and external
- QA and/or QA leadership experience
- Trello competency
- Minimum 2 years’ telecommunications call center experience
- Minimum 2 years of presentation and training in curriculum development
Benefits
- Medical, Dental, Vision, Disability, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
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