Recovery Centers of America at King of Prussia
Position Overview: Mission Center Trainer
Under the Supervision of the Contact Center Education Manager, the Contact Center Trainer is responsible for the design, development and delivery of contact center on-boarding and continuing education for live, remote and on-line environments. The position is responsible for identifying, creating and maintaining information in the Knowledge database platform and the development and delivery of Contact Center communications. Additionally, this position is responsible to help our contact center employees continually develop their skills and knowledge. This role partners with contact center leadership to determine new and on-going training needs.
- Provides creative and effective new hire on-boarding and on-going education (topics include professional skills to include development of a customer centric approach, negotiation, time management, multi-tasking, insurance, effective communication, sales, professionalism, team building, technical tools, etc.)
- Develops and maintains training materials and documents not limited to manuals, quick reference guides, job aids, e-learning, job aids, PowerPoint presentations, etc.
- Assists in on-going improvements to existing educations materials and classes
- Helps maintain records of the training materials and content covered with each group and/or individuals training
- Supports training presentations by assembling proposals, slide shows, demonstration and product capability documents
- Provides administrative support by preparing materials, reserving rooms, setting up/breaking down training rooms, track all Mission Center training participation and communications, sending reminders
- Stays abreast of Contact Center education needs
- Maintains the Knowledge database
Education and Experience:
- Associates degree (AA) or equivalent education in Education, Human Services, Human Resources or Instructional Design degree programs required. Bachelor’s degree preferred.
- 2 years of call center experience required (healthcare or addictions fields preferred)
- 2-3 years of call center training experience required
- 1 year of sales training experience preferred
- Experience facilitating dynamic live, onsite and virtual, online training programs
- Ability to create professional training materials based in adult learning principles
- Strong written and verbal communications skills and presentation skills
- High level of attention to detail and strong time management skills
- Organized and self-starting individual with drive for high quality results and problem-solving ability
- Ability to meet deadlines, work in a fast-paced environment, while juggling multiple projects
- Some weekend work may be required
- Salary is commensurate with degree and/or experience
- Knowledge of MS Office (Word, Excel, PowerPoint, Outlook) ), authoring tools, web conferencing platforms, and Sharepoint a plus
Work Environment: May work in a classroom or in the call center. The candidate will spend much of their time on their feet, actively working with Contact Center employees.
Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.
Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.