The Call Center Trainer is required to design, develop, facilitate and deliver course instruction to call center employees in a professional and effective manner. Proper execution of these responsibilities will improve both individual and organizational performance while building on company goals and expectations.Essential Job Functions:
Conduct needs assessment to identify training needs for new hires and existing employees through open communication with all levels and departments of the organization
Partner with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience
Produce, modify, & present training materials pertaining to all operations of Good Sam Enterprises according to business needs
Conduct new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class
Conduct recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates
Oversee new hires in nesting area following the completion of new hire training classes by answering questions and correcting inadequacies before they become habits
Monitor, evaluate, and/or record training activities in order to assess program effectiveness. Return feedback to training Manager so adjustments can be made in a timely manner, as needed
Modify teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures)
Effectively recognize potential growth opportunities in any and all individuals being trained so that the organization may benefit at all times from the best and the brightest within its ranks, making recommendations for additional training or promotions for such individuals as appropriate
Participate in screening prospective applicants, hire and assign positions based on qualifications and merit
Lead by setting a strong example in action, integrity, and professionalism
Assess strengths and weaknesses of individuals and nurture both to create well rounded employees
Participate in call center operations by taking phone calls or answering e-mails as volume and needs dictate
Update call center Knowledge Base with new or updated information on an ongoing basis
Assist in preparing training facilities for upcoming classes, including lifting computer equipment, moving desks, and so forth
Travel to other locations as required, for the purpose of training and other business-related activities
Other duties as required
Essential Job Skills:
Pleasant, dynamic personality with a positive attitude
At least 2 years of higher education completed, including college, certifications, or other professional accredited training
At least three years of prior training or teaching experience, preferably as a call center trainer or corporate trainer
Extra consideration given to prior Sales Trainers
Proven written and verbal communication skills
Ability to perform within a flexible work schedule, ranging from 7:00am - 7:00pm
Possess strong interpersonal, public speaking, instructional, and time management skills
Comfortable speaking and working with people from all walks of life, education levels, and skill sets
Ability to stand on your feet up to 8 hours a day when in training classes
Ability to lift up to 30 lbs. and move office equipment around
General Compensation DisclosureThe pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.Pay Range:$50,065.00-$75,145.00 AnnualIn addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.comWe are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.
