Job Description

Job Description

We are seeking a dynamic and experienced Training Specialist for our client in Troy! In this role, you will collaborate with department managers and team leaders to ensure new hires and existing employees are equipped to provide exceptional customer service and meet performance metrics.

This role is ideal for a proactive professional who is passionate about employee development and enhancing customer satisfaction through effective training.

Benefits:

• Medical, Dental, and Vision coverage
• Paid time off and paid holidays
• Life and disability insurance
• Retirement plan
• Pet insurance
• Sign on bonus
• Professional development opportunities

Responsibilities:

• Develop and facilitate engaging training sessions for new hire training, ongoing skills development, system navigation, soft skills, and compliance.
• Create and update training materials, manuals, e-learning content, job aids, and assessments.
• Conduct training needs analyses to identify skill gaps and recommend targeted learning solutions.
• Evaluate the effectiveness of training programs through feedback, performance metrics, and ongoing observation.
• Provide coaching and side-by-side support to call center agents as needed.
• Maintain knowledge of company policies, procedures, products, and systems to ensure accurate training content.
• Partner with Quality Assurance and Supervisors to reinforce performance standards and support improvement plans.
• Track and report training attendance, outcomes, and progress to leadership.

Qualifications:

• 2+ years of experience in training, coaching, or call center operations.
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational skills with the ability to manage multiple training programs and deadlines.
• Proficient in MS Office and virtual training platforms (e.g., Zoom, Microsoft Teams, or Webex).
• Knowledge of adult learning principles and instructional design is a plus.
• High school diploma or equivalent required; associate's or bachelor's degree preferred.

Preferred Skills:

• Experience in customer service or technical support call centers.
• Familiarity with CRM and call center software systems.

All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law.

EverStaff is an equal opportunity employer (M/F/D/V/SO/GI).

Job Tags

Relocation package

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