Customer Care Training Instructor

Careington International Corporation is a leading national non-insurance product aggregator and licensed Third Party Administrator, curating significant savings in the categories of health, wellness, and lifestyle services. Today, we serve more than 30 million members across all Careington companies, brands, products and services.

The Customer Care department is looking to add a Training Instructor to their team staff at 6435 Flyers Way, Frisco, TX  

The Customer Care Training Instructor will be responsible for designing and delivering training programs for call center staff. They will assess training needs, develop training materials, and deliver presentations. You will also monitor the performance of call center staff and provide feedback. 

Essential Duties and Functions 

• Deliver training content for call center employees that improves performance and exceeds customer expectations 
• Adapt training methods and instructional material to meet learners' varying learning styles 
• Acclimate new hires to the business by coordinating and delivering onboarding and on the job training 
• Monitor the effectiveness of training programs, identify training gaps and communicate necessary adjustments 
• Provide one-on-one coaching to call center employees as needed 
• Lead cross training initiatives 
• Test new systems, releases and software when applicable 
• Assist with revision of training programs as necessary in a constantly changing working environment 
• Maintain training records, google sites, surveys and provide reports and updates as required by the Learning & Development Manager or Leadership 
• Maintain in house training facilities and equipment 
• As needed, participate in “Train the Trainer” to achieve a level of competence to utilize training material designed and developed by others to effectively train 
• Keep abreast of latest industry trends and best practices in call center operations 
• Actively seek current training methods and best practices to facilitate training employees 
• Constantly look for areas of improvement to streamline or simplify processes and training delivery 
• Other duties as assigned 

Job Requirements 

• Excellent oral and written skills; ability to respond positively to internal and external customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion 

• Strong organizational skills   
• Strong ability to multitask and prioritize  
• Experience working in a call center environment  
• Background in education or training (1 year experience preferred) 
• Flexibility required regarding days worked onsite at the Flyers Way location
• Ability to perform multiple tasks simultaneously 
• Ability to work independently with limited guidance 
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment 
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained 

Qualifications & Experience 

• Experience as a Training Instructor preferred ideally in a call center or other high-volume, results focused environment. 
• Previous experience designing training for stand and deliver and virtual audiences. 
• Passion for creating and delivering engaging learning content that drives trainee job readiness and success.  
• Exemplary time management skills: The ability to balance unplanned tasks and duties while consistently and successfully meeting both ongoing and ad-hoc responsibilities. 
• Strong prioritization skills: Excellent skill in prioritizing tasks and responsibilities in a fast-paced and rapidly evolving environment. Ability to meet ongoing responsibilities even while shifting priorities as new information or situations arise. 
• System & process expertise: A commitment to ongoing learning to develop and maintain expertise on systems & processes used in the Call Center.  
• Strong working knowledge of MS Office applications. 
• Excellent problem solver: Enjoys applying system and process expertise to get to the root of a problem and apply a solution. Ability to apply solutions to 'big picture.' 
• Strong attention to detail & focus on accuracy. 
• Exceptional interpersonal skills, both orally and in writing. Excellent literacy. 
• Camtasia experience is a plus. 

Facilitation:

High energy, creative, engaging live facilitation, including clear learning objectives, classroom participation guidelines, timekeeping, etc. 

• Live facilitation of call simulation role plays and soft-skills development. 
• Live facilitation of New Hire, refresher, and upskill-training. 
• Adapt training methods and instructional material to meet learners' varying learning styles. 
• Touch base with trainees regularly to assess progress, comprehension, and engagement. 
• Remain accessible during working hours to answer trainee questions. 

Content Creation & Updates

• Use Camtasia and other eLearning authoring tools to build engaging, self-paced, online learning content that creates job readiness for trainees using a range of systems and applications. 
• Ensure the business, learning, and key performance requirements for training content and materials are the framework of training curriculum. 
• Build role-play exercises as part of the trainee assessment for job readiness. 
• Ongoing needs assessment of training content and materials with continuous updates of training curriculum to reflect operational updates. 
• Create new content as needed. 
• Build scored quizzes and assessments in Careington Power Station. 
• Communicate frequently and effectively with stakeholders to ensure goals and objectives are being met. 

Supervisory 

• Manage trainee schedule adherence during training. 

• Conduct performance management and/or disciplinary action as required under the guidance of HR and management. 
• Ensure trainees are completing training feedback surveys. 

Administration 

• Enroll trainees in Careington Power Station - Gamification System. 
• Ensure trainees are fully enrolled in Payroll and Workforce, HR systems. 
• Approve New Hire Timecards and assisting Workforce with Payroll 
• Coordinate New Hire Orientation in collaboration with HR  
• Send Class Completion email to management related to new hires and all training classes. 
• Schedule peer-shadowing/Live listening 

Coaching

• Work one-on-one with trainees to provide feedback and coaching as necessary to achieve job readiness. 
• Document coaching efforts and outcomes. 
• Other duties as reasonably assigned