Contact Center Trainer Supervisor

Overview

About Global Connection to Employment

Global Connections to Employment (GCE) is a nationwide team providing jobs for people with significant disabilities, including our war-wounded veterans. Since its establishment in 1986, GCE has helped match team members to fulfilling careers, from custodial services to facilities maintenance and food services, plus other business lines in between. Working with customers from the U.S. military, commercial business and community partners - as well as federal, state and local governments - GCE is one of the country's largest private employers of persons with disabilities. Learn more at GCE.org.

Overview

The Contact Center Trainer/Supervisor will oversee the new hire and continuous talent development functions supporting Benefits Coordination and Recovery Call Center Services. This position will build and maintain effective relationships with prime contractor trainers, Customer Service Representatives, prime contractor supervisors and work, as applicable, with the Global Connections to Employment (GCE) corporate office to provide guidance and support to talent development initiatives. Responsible for providing training, including but not limited to, classroom-style teaching, videos, or e-learning. Considers customer service goals and objectives when initiating training programs to ensure customer service representatives will meet organizational standards. Adapts prime contractor training and maintains course content, manuals, or other training materials. Responsible for maintaining training documentation, call center procedures, policies and compliance standards. Conducts program evaluations to determine training effectiveness and recommends program changes to management. Reports to management on matters of training needs and customer service failures or improvements. Responsible for supervision of customer service representatives assigned to their area.

GCE Benefits

At GCE, we recognize the importance of offering our team members a competitive and comprehensive benefits plan. In addition to offering voluntary benefits like medical, dental, and vision plans as well as voluntary products such as accident, hospital indemnity and critical illness, GCE also provides employer paid benefits, including Paid Time Off.

Role Requirements:

• Education:
  • Bachelor's degree in education, personnel/human resources or a related field. May substitute equivalent combination of education and experience.
  • Certification in Customer Support, Call Center Training, or Quality Assurance is strongly preferred.
• Experience:
  • Must have a minimum of two (2) years of experience as a call center supervisor/lead with an emphasis on corporate, call center training, or adult learning/education (remote or in-person).
• Proficiency with Microsoft Office Suite, specifically Outlook, Excel, Word, and PowerPoint.
• Capable of dealing with all levels of management and external customers in a professional business manner.
• Strong written and verbal communication skills, with specific strength in classroom teaching, addressing group audiences, and skills in CSR related software and programs.
• Previous knowledge and experience working with persons with disabilities is strongly preferred.
• Must have strong organization/time management, critical thinking, and decision-making skills.

Physical Requirements:

While performing this job's duties, the team member is regularly required to sit, stand, and walk; use hands to handle or feel; reach with hands and arms; talk and hear. Vision requirements include close and classroom vision. Occasional travel required.

and:

• Must be able to operate office equipment.
• Must have the ability to focus on details and resist distractions.
• Long periods of sitting may be required.
• Must be able to lift up to 25 lbs.

The physical demands described here are representative of those that a team member must meet to perform the essential functions of the job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To Apply:

Interested applicants please visit our website at: https://gce.org/work-for-gce/overview/ and complete our on-line applications. Our toll-free number is (866) 236-3981.

Global Connections to Employment, Inc. is an Equal Opportunity / Affirmative Action employer. Minorities, Females, Protected Veterans and Individuals with Disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Drug Free Workplace Employer, DRUG TESTING REQUIRED.