Contact Center Trainer

Responsible for scheduling and conducting training sessions for both new and experienced call center agents and supporting employees in an effort to maintain positive productivity.
Excellent knowledge of call center procedures and expertise in quality assurance.

• Developing call centers' education materials, such as digital presentations and how-to manuals.
  
• Preparing procedures and policies regarding customer service techniques, system use and appropriate agent conduct.
  
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
  
• Training experienced employees on new or updated call center procedures to improve their performance.
  
• Observing the daily operations of call center employees and identifying any areas of improvement. Including listening to incoming calls.
  
• Liaising with team leaders and managers to conduct on-the-job coaching.
  
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
  
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction thru regular re-training and by working with supervisors.
  
• Serve as subject matter expert.
  
• In addition to the above job responsibilities, other duties may be assigned.
  

Position Compensation Range: $18.01 - $27.92 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent. Associate or Bachelor’s Degree preferred in education, health or IT related majors
Experience: 3 Years
Licensure: None

PHYSICAL DEMANDS

Job requires standing for prolonged periods, frequently bending/stooping, reaching (overhead, extensive, and repetitive); Repetitive motion: computer keyboard. Proficient communicative, auditory and visual skills; Attention to detail and ability to write legibly; Ability to lift/push/pull 50 - 100lbs.

COVID Vaccination Requirement and Guidelines

Please visitthe UVA COVID-19 Job Requirements and Guidelines webpageprior to applying for current information regarding vaccination requirementsandguidelines for employment at UVA.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.