Job Description
Are you a current call center trainer, QA supervisor or specialist looking to take the next step in your career? DSI, a growing Dallas-based sales enablement and custom business solutions company, founded in 1984 and family-owned and run, has an immediate career opportunity for a motivated individual to fill our Call Center Training Manager position for AT&T Wireless and Fiber sales/service support. This position is responsible for all aspects of Level 1 - frontline call center agent training.
*THIS IS AN IN-OFFICE POSITION THAT WILL REPORT TO OUR RICHARDSON, TEXAS OFFICE. *
Essential Functions
Identify training needs through observation, KPI reporting, and through consultation with project stakeholders
Develop and articulate curriculum and produce instructional design and course outlines prior to content development
Produce and supervise course content production and delivery
Deliver and host dynamic, energetic, and engaging trainings and meetings with call center staff: in-house trainers (T3), managers, supervisors, QA, and agents
Manage, develop, and grow 6 offshore training specialists (T3)
Oversee the creation, development, maintenance, organization, and execution of all forms of AT&T-related training content and delivery
Oversee call center instructor-led classroom workshops, including, but not limited to: rep training, computer-based virtual training and webinars, Train-the-Trainer (T3) onboarding, QC’ing T3 teach-backs, continuing education efforts
Ensure the team delivers AT&T-related product and service training to assigned audiences in a dynamic, energetic, personable, engaging, intelligent yet entertaining fashion
Work side-by-side with the Senior Training Manager and content developers to ensure timely and appropriate training material development and scheduling for all efforts
Help build, update, and maintain all training materials, including but not limited to: presentations, job aids, reference material, simulations, knowledge base articles, and other pertinent digital vehicles for learning optimization across all assigned platforms and audiences – with a primary focus on frontline customer and seller support for AT&T Wireless and High-Speed internet products and services
Supervise any content creation vendors to ensure timely but accurate training material delivery
Ability to gain insights from weekly calls and meetings to formulate strategies within each assigned audience to bring timely, efficient, and unified training messages throughout the project
Other responsibilities as assigned
Requirements
Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization
Wireless, high-speed internet, video customer knowledge
Minimum 3 years of call center experience, including frontline customer support, as well as presentation and training curriculum development and delivery
Call Center/QA Supervisor experience is highly desirable
The qualified candidate should be able to create and deliver clear, engaging, aesthetically formatted, and properly animated PowerPoint/Canva content with quickness and ease (including print materials)
Computer Skills
Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), Canva, strong computer proficiency, web conferencing (ex. MS Teams, Zoom)
Adobe Creative Suite, LMS, Cloud storage services
Additional Requirements
Bachelor’s degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)
Neat, professional appearance, and outgoing demeanor
Valid passport
Some overnight international travel may be required (1-2x/year)
Spanish Bilingual is a plus but not required
Benefits
Paid Vacation and Sick Time
Medical, Dental & Life insurance are available on the first day of the month following your first day of employment
401k Plan with employer matching
Employee Profit Sharing Program
Ongoing training and development
50% AT&T wireless discount
Potential for career growth - we prefer to promote from within!
Job Tags
Permanent employment, Immediate start, Remote job, Offshore, Night shift,