SUMMARY The Operations Trainer’s primary duties will be to conduct the training program for all newly hired call center personnel, serve as a support person at the contact centers and assist in the development of training. The Trainer will be required to deliver presentations and training in a formal classroom setting and/or a virtual platform. The Trainer will work closely with the Operations Training Supervisor and Learning and Development Leadership to assist in the development of learning materials. ESSENTIAL FUNCTIONS • Conduct classroom training that includes presenting policies, procedures and Insight™ system usage requirement information using a variety of instructional techniques • Deliver quarterly customer service training • Partner with the Learning and Development Leadership to develop, revise and execute training programs that are in line with the overall corporate strategic goals • Assist in the development of training materials and assessment documentation to agree with current practices • Evaluate all trainee progress and provide additional individualized assistance to ensure trainees successfully transition to the Call Center • Provides written feedback to Call Center management regarding training results • Assess the training program with a continuous improvement mindset and present recommendations to Call Center Management for approval • Identifies learning needs and collaborates with leadership to develop operating procedures • Monitor call center associates when training sessions are not scheduled • Make constructive recommendations for improving scripts, programs, and training techniques • Build fun and energy into the classroom and overall training experience • Ability to coach and offer feedback • Other duties as assigned QUALIFICATIONS REQUIRED • 2+ year minimum – Call Center experience • Proficiency with MS Office applications including PowerPoint, Word, Outlook and Excel • Duties require professional verbal and written communication skills • Ability to type 40 wpm • Ability to write simple correspondence • Excellent analytical thinking and problem-solving skills • Superior organization skills with the ability to prioritize and manage multiple tasks effectively • Able to work independently with minor supervision • Able to work collaboratively, diplomatically and with integrity in problem-identification and problem-solving activities • Must take direction well • Professional appearance • Positive attitude • Ability to work a flexible schedule which could require weekend and evening training • Up to 25% Travel, as needed MINIMUM REQUIRED EDUCATION • High school diploma or equivalent; some college coursework preferred.