Contact Center Trainer Jobs

Title

Contact Center Trainer

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

The Trainer will be responsible for delivering all training to contact center employees (Specialists and Move Counselors) who provide exceptional service and quality end-to-end through the move experience. The Trainer will lead training for new hire onboarding, job skills, systems, updates to processes, policies, and tools, and ad hoc training to refresh skills and close knowledge gaps. The Trainer will facilitate primarily virtual classroom training (live, on-line), as well as self-directed training (e-learning), and at times individual instruction. This position will require rapid development of subject matter expertise on requirements for household goods movement including Department of Defense regulations, service member entitlements, and shipping documentation. As part of a small team of Trainers, this position will also work to enhance documentation in the Knowledge Management system and will collaborate closely with the broader Customer Care Team to maximize call center effectiveness.

Position Description

• Consistently and effectively deliver all training to contact center employees through virtual classroom, self-directed, and formal/informal collaborative learning environments.
• Quickly become a Subject Matter Expert (SME) in all facets of the move processes: DoD regulations, service member entitlements, shipment documentation, support systems.
• Evaluate and reflect on each training module, class, and post-training learning assessment and provide recommendations for improving effectiveness.
• Assure interactive, participative learning environment that supports all learning styles and abilities.
• Facilitate training for new hire onboarding, job skills, systems and tools, process, policy, and tool updates, and ad hoc training to refresh skills and close knowledge gaps.
• Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.
• Other duties as assigned.
• Assist with training development and updates as needed.
• Collaborate with Quality Assurance, Customer Experience, and Employee Experience teams to identify performance and effectiveness gaps and implement solutions, including ad hoc training, curriculum enhancements, and improvements in knowledge resources.
• As a SME, assist with the build out of and continuous updates to the Knowledge Management system which will provide the ultimate source of truth for information needed by Customer Care and others to provide accurate and timely information to customers.
• Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.
• Assist with Individual Development Plans and on-the-job training as needed.

Qualifications And Skills Requirements

• Excellent interpersonal skills
• Ability to quickly learn, retain, and teach complex subject matter
• Knowledge of principles, methods, and practices of adult education/training
• 3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually
• Effective presentation and facilitation skills
• Strong verbal and written communication skills
• High School diploma or GED
• Experience with Microsoft Office Suite to include Word, Excel, PowerPoint, Outlook

Preferred

• Experience with Knowledge Management systems
• Bachelor's degree preferred
• Military experience and/or immediate family member of a military member while active duty
• Experience working in a multi-channel contact center environment
• Experience developing training curriculum
• Experience with military or relocation moves

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

Benefits

• Voluntary Benefit Plans
• And more!
• 401(k)
• Disability, Life and AD&D insurance
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• Travel Accident & Medical
• Family Support: Bright Horizons, child and elder care services
• Employee Support program
• Teladoc Medical Experts, second opinion program
• Medical, Dental and Vision Insurance.
• Health and Wellness Programs
• TRICARE Supplement Plan

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits

• Paid time off (PTO) Three weeks of PTO for newly hired employees
• TRICARE Supplement Plan
• Disability, Life and AD&D insurance
• And more!
• Health and Wellness Programs
• Medical, Dental and Vision Insurance.
• Employee Support program
• Family Support: Bright Horizons, child and elder care services
• Travel Accident & Medical
• Teladoc Medical Experts, second opinion program
• 401(k)
• Voluntary Benefit Plans