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Platteville Trainer
Platteville, WI

Job Description:

Facilitate new hire and on-going training to call center agents for one or more client programs while ensuring all agents are trained with the skill sets and knowledge bases for production. Responsible for ensuring resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction.

Job Duties

  • Facilitate new hire training using curriculum provided by the client
  • Ensure all course material is prepared and available to students
  • Create and maintain a learning environment conducive for all participants
  • Deliver ongoing training classes to existing call center agents for new products, services, customer service skills, program changes, and market launches
  • Participate in train the trainer sessions
  • Assist in program development and participate in pilot sessions, where applicable
  • Facilitate "nesting" component to the new hires during final week of training
  • Assists the quality department in any gaps of quality assurance and 360-degree feedback
  • Adjust the training material to improve performance results
  • Evaluates agent call performance and asks agent to provide feedback on his/her call experience
  • Modify and develop course content and delivery methods as required
  • Participates in the review, evaluation and development of training delivery tools and systems
  • Other duties as assigned

Key Competencies

  • Strong presentation skills, including the ability to present information in a clear and concise manner. 
  • Ability to read and comprehend technical instructions, policies, and/or procedures 
  • Excellent computer skills, including Word, Excel, and PowerPoint
  • Ability to react and adjust quickly in short time frames
  • Ability to build rapport with others at all levels of the organization
  • Strong verbal communication skills
  • Strong time management and organizational skills
  • Ability to motivate and engage class participants
  • Near Perfect Attendance

Education and Experience:

  • High school diploma or equivalent
  • Proficient in relevant computer applications
  • Required language proficiency
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Some experience in a call center or customer service environment
  • Excellent data entry and typing skills
  • Knowledge of administration and clerical processes