Contact Center Trainer

Contact Center Trainer

VCA Animal Hospitals | Los Angeles, CA, 90079, US
Salary Range:$40,000 – $61,000 Salary range estimated by Zippia

Posted 3 days ago

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SUMMARY OF JOB PURPOSE AND FUNCTION: The Contact Center Trainer is responsible for providing day-to-day training to VCA Client Communications (contact center) agents, including new-hire training and recurring training, as needed. Responsibilities include designing, planning, and leading training programs on topics including (1) the use of contact center and VCA technology tools, (2) providing a high-quality call experience for customers, and (3) other call center best practices. You will also have direct responsibility over all aspects of the training curriculum and delivery of a Customer Experience model that is easily duplicated and scalable for a growing team. You will develop strong relationships with associates to be the avenue for information and support as it relates to training and procedural development. This role will partner closely with the Director of Virtual Care. This role is remote and may reside anywhere in the continental United States. ESSENTIAL RESPONSIBILITIES AND TASKS Determine and assess training needs through client surveys, interviews with employees, and consultations with management. Assess trainee participation and progress continuously during training, providing feedback to both trainee and management. Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures. Develop and update lesson plans, curriculum, training manuals, virtual class room exercises, competency assessments and anything else pertinent to the support of the contact center roles and job functions. Develop training schedules (in coordination with other contact center leaders) based on the evaluation of the need for new staff and department growth. Communicate operating policies and procedures to drive compliance to VCA standards. EDUCATION/EXPERIENCE: High school diploma or equivalent Associates Degree or higher preferred 3+ years relevant experience developing and conducting staff trainings in a contact center setting Veterinary Client Representative, Supervisory responsibilities 4+ years relevant experience developing and conducting staff trainings in a contact center setting *All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.). PREFERRED SKILLS AND QUALIFICATIONS Passion for continuous learning and development. Initiative and resourcefulness to learn new technologies quickly and effectively. Superb people skills. Ability to motivate and influence people that do not directly report to you. Ability to collaborate well with various departments and levels of management. A positive attitude and high energy level. The motivation and drive to thrive in a fast-paced, dynamic environment where you can make a real difference. Excellent verbal and written communication skills Ability to self-motivate and work well with minimal supervision Ability to train on a virtual platform CORE COMPETENCIES Advanced knowledge and experience training in a virtual contact center setting Advanced knowledge of personal computers and software Proficiency in Microsoft applications including Teams Ability to use general office equipment Knowledge of veterinary medical terminology WORKING CONDITIONS Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, and move) up to 50 pounds. Lifting higher weights requires requesting assistance from another associate. Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment. Specific vision abilities required by this position include close vision. Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment. The noise level in the work environment is normally moderate. Environment where pets are present. The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs. Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more! The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development) We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at