Contact Center Trainer

Job Description

Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming, and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

This Opportunity

WSP is currently initiating a search for a Full-Time Contact Center Trainer. This position will be based out of Louisville, KY.

A Trainer supports the training manager in managing the functions associated with supporting the front-line operations in the Service Center, primarily training. Other Support functions, QA CSC staff could be rolled into department depending on availability. Duties include identifying areas of opportunity, developing solution plans, developing refresher content, developing quizzes, and collaborating with Operations. This position is full-time, requires flexibility and will require some evening and weekend schedules throughout the year to support the team. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions. Six Sigma and curriculum development experience is helpful. Trainer may be reassigned on a long term or temporary basis to another department, location, other shifts, or other schedules, to balance manpower or meet the needs of the company.

It is widely stated—and supported by studies—those candidates, especially women, are less likely to apply for a job unless they believe they meet 100% of the hiring criteria. WSP's talent acquisition goals include hiring the candidate who is best able to meet the performance objectives of the role. We therefore encourage persons with non-traditional skill sets and experiences to apply, even if you believe you do not meet 100% of the qualifications and hiring criteria described.

Your Impact

Ensure trainees hours of coverage, pay, and development is effective, accurate, and timely. Plan the curriculum and manage the class to meet the goals of the Key Performance Indicators (KPIs) of the Service Center (Call Center, QA, Training, etc.). Integrate Knowledge Management System with New Hire Training curriculum and maintain updates. Initiate new, improved Quality evaluation methods and tools. Perform training and QA duties when coverage and additional resources are needed. Report monthly on Operations Support accomplishments and performance impacts. Identify and assess current and future training needs through performance analysis and consultation with line managers. Monitor and evaluate training program’s effectiveness and success. Oversee staff development tracking and corrective action tracking and documentation of team while in training. Approve all time sheets weekly. Perform various projects as assigned by Training Manager and CSC Manager (trending performance, new hire ramp-to-proficiency, training effectiveness, etc.) Maintain continuous updates to Training programs and procedures, QA program and procedures, Knowledge Base, and Standard Operating Procedures (SOPs). Coordinate with other department managers on all training issues. Performs various clerical functions to include filing, handling deliveries, etc. Perform related duties as assigned by Training Manager and Customer Service Center Manager. Maintain compliance with all company policies and procedures. Ability to adhere to attendance requirements.

Who You Are

Required Qualifications

Minimum of One-to-Two (1-2) years’ experience in a Contact / Service Center preferred. Minimum of Two (2) Years in supervisor and/or manager role. Track record in designing and delivering effective training programs – 2 years+ experience preferred. Experience measuring quality in a contact center – 1 years+ experience preferred. Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.) Ability to make sound decisions quickly in a fluid work environment. Strong interpersonal skills and the ability to communicate with many different levels of employees. Excellent written and verbal communication skills. Requires proven leadership and time management skills, dependability, and initiative. Ability to pioneer initiatives. Ability to work well with all employees, client, and customers. Ability to work independently. Ability to work under pressure, meet deadlines and be accountable for the performance of others. Experienced in meeting and exceeding metrics and goals. Strong ability for problem solving, effectively analyze results.

Preferred Qualifications

High Volume Contact Center Experience highly preferred.

Physical Demands

Primarily walking and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording and interpreting information; frequent speech communication, hearing and listening to maintain communication; daily use of computer keyboard, standard office equipment and telephone.

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.