AAPC Hiring for Call Center Trainer Job at Remote Full Time

This is a remote/hybrid position

The Call Center Trainer who will conduct initial training of new hires and ongoing training of all employees in the Call Center. The Call Center Trainer will help raise the quality standards of our service center and maintain key benchmarks across phone/email/chats

Responsibilities

• Conducts 2+ week in person training of new hires for Call Center, training on AAPC products, systems, processes and responsibilities
• Assess training needs of call center agents
• Design, develop, update, and deliver training and training materials
• Implement training programs for new and existing call center agents using a variety of instructional techniques and formats, such as role playing, simulations, etc
• Conduct on-the-job training to ensure appropriate knowledge transfer and high customer service skills alignment with call center philosophy
• Conduct coaching sessions with trainees and supervisors to achieve high performance levels
• Monitor live calls to provide appropriate coaching to agents
• Perform basic training administrative functions (e.g. review training progress and generate/review training reports)
• Ability to work independently in a fast-paced environment
• Ability to interact with management
• Dependable, great attitude, highly motivated and a team player
• Possesses strong organizational skills and attention to detail
• Ability to multi-task, meet multiple deadlines and handle pressure with tact and poise
• Proven ability to prioritize

Required Skills

• H. S. Diploma or GED; Associate degree preferred
• Minimum two years’ training experience, preferably in a call center environment
• Experience in developing training materials
• Solid working knowledge of email, comfortable navigating through laptop and desktops
• Solid working knowledge of MS Office
• Familiarity with SalesForce and NICE/inContact a plus

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

What We Offer:

• Competitive compensation commensurate with experience
• Comprehensive benefits package including medical, dental and vision insurance
• Health Savings Account
• Generous PTO and Holiday Pay
• 401(k) retirement plan

Office Hours / Full-Time: Monday-Thursday 7 am-5 pm / Friday 7 am-4 pm No nights! No weekends!

AAPC is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

AAPC is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.

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