Call Center Trainer

Who you are

You have experience in training and development, particularly in a call center environment, where you've successfully created and implemented training programs that enhance agent performance. You possess strong communication skills, enabling you to lead interactive learning sessions effectively, whether in person or via virtual platforms like Zoom. Your ability to monitor performance and provide constructive feedback is key to helping agents improve their skills and stay motivated throughout the learning process. You are detail-oriented and can create engaging training materials that align with business needs and address skill gaps identified by operations leaders.

Desirable

Experience in the collections or customer service sector is a plus, as it allows you to understand the specific challenges agents face. Familiarity with AI-powered applications and tools used in customer communication can enhance your training effectiveness. You are adaptable and can adjust your training methods based on the diverse learning styles of agents.

What you'll do

As a Call Center Trainer at GoodLeap, you will be responsible for developing and facilitating comprehensive training programs for the Collections department. You will create and update training materials that reflect the latest best practices and company policies. Leading interactive learning sessions, you will engage agents in both in-person and virtual formats, ensuring they grasp essential skills and knowledge. You will partner closely with operations leaders to ensure that all training aligns with business objectives and effectively addresses any identified skill gaps. Monitoring agent performance will be a crucial part of your role, as you will track progress and deliver feedback to enhance effectiveness. Additionally, you will provide one-on-one coaching to support individual agent development, keeping them motivated and engaged throughout the learning process.

What we offer

GoodLeap offers a dynamic work environment where you can make a significant impact on agent performance and customer satisfaction. You will have the opportunity to work with a team dedicated to delivering sustainable solutions and improving the lives of homeowners. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives. Join us in our mission to provide best-in-class financing and software products while supporting our award-winning nonprofit initiatives.