Hired by Matrix, Inc. Call Center Trainer in Atlanta, Georgia

Call Center Trainer

Job Type:Contract

Job Location:Atlanta

Georgia

Job Description:

Job Summary

  • This premiere automotive giant is heralded for its organizational structure and team oriented environment. They strongly promote from within making this a highly sought after career opportunity. They use state of the art technology and pioneering engineering making this company top of its game year after year. If you like a creative, innovative, and prestige this is the right place for you to work.

  • The premier automotive giant is seeking a candidate to be a leader in their call center environment. They are seeking someone who encourages innovation, creativity and "out-of-the-box" thinking.

Primary Purpose of Job

  • Conduct product/soft skills/systems training for the Company’s Call Center Trainer responsible for communicating with our dealers and customers via telephone, email, chat and white mail.

  • Responsible for the overall monitoring of agent's response on customer calls/email’s/chats to ensure our agents are highly trained on quality, accuracy of information, and customer service skills.

  • Responsible to make recommendations for performance improvement and to report on the overall quality scores of the CAC.

Responsibilities

  • Conducts assigned training courses and handles all assigned CAC departmental training including CAC New Employee Training. Review & update existing training curriculum as needed. Provide ongoing written evaluations to agents which will be used as part of their performance evaluation.

  • Identify and analyze performance trends and gaps. Assist curriculum developers with development of course curriculum and training materials. Make recommendations to improve performance, the quality of the customer experience, and the associated processes. Assist in conducting needs analysis to identify gaps in performance/competency that impact the CAC objectives.

  • Manage and track quality scores and communicate to all employees within CAC by various levels and areas. Deliver on-the- spot training as needed for quality improvements.

  • Ensure measurable, effective application and use of training and development at the CAC is evidenced by improved behaviors, knowledge and skills. Create and facilitate information sessions, as needed, for continual improvement and to ensure "Best in Class" customer service. Research and report on industry news, relevant benchmarks, call center performance strategies and secondary source information that advance effectiveness.

Qualifications

Education

  • Comprehensive Knowledge of principles and methods for curriculum and training design, including adult learning theory, teaching and instruction for individuals and groups, and the measurement of training effects.

Experience

Must have 5-7 years (total) of experience in the following:

  • Administration: Proficient Knowledge of administrative procedures, process/project development, and system procedures.

  • General Knowledge of retail processes and procedures, with emphasis in New and Pre-owned sales, accessories, service and parts.

  • Proficient Knowledge of automotive technical information systems and repair/diagnostic procedures.

Please submit your resume for consideration. Once submitted, feel free to contact Cathy at 201-226-3529 for additional information.

Approx. Duration: 12 months

About Hired By Matrix

Hired by Matrix, Inc. is a full service staffing and recruiting company that enables Fortune 200 and mid-market companies nationwide to achieve their strategic goals. Founded 29 years ago by CEO Sharon Olzerowicz, Hired by Matrix distinguishes itself as an exceptionally reliable partner whose industry knowledge and continuous pursuit of excellence allows the company to deliver the caliber of professionals who become our clients' most important assets. Our responsiveness, tenacity and know-how apply to all service delivery channels, from corporate procurement executives and hiring managers to Managed Service Providers (MSPs).

We recruit for a variety of job types including IT, Finance and Accounting, Administrative, Marketing, Clinical/Scientific & Human Resources. Our team of expert account managers along with our recruiters who specialize in a range of capabilities and niche disciplines, collaborate closely with our clients to understand their needs, corporate requirements and company cultures. Using this information, our teams build robust, fully customized pipelines of highly-qualified contract professionals that we manage, motivate and monitor throughout the life of the assignment resulting in successful matches, long contracts and repeat business.

Hired by Matrix offers our contract professionals competitive salaries, benefits after 60 days and a 401k option after one year.

Equal Opportunity EmployerWBENC CertifiedWOSB Certified

CEO Sharon Olzerowicz serves on the WBENC Board and is a long-standing member of the Forum Governing Group.