Call Center Trainer

NexGen Agency is a fun, fast paced provider of multi-channel white-glove call center services. Our team consists of friendly, hard-working, big-thinking people who care about providing stellar customer service experiences! Located in Deerfield Beach, Florida. We are supporting a variety of accounts in the retail and consumer electronic space and we are looking for great people!

We are currently seeking a Trainer who is ambitious, detail-oriented and customer-focused to join our team. As a member you will be responsible for the training of all Call Center employees to include new hire training, refresher training, product and services training, system's training, and customer service training. The Trainer is required to successfully complete all prerequisite training requirements.

Responsibilities:

• Training of current contact center agents on new and existing programs/accounts
• Attend train-the-trainer sessions with new and existing clients
• Provide one-on-one coaching in training to ensure the highest levels of quality customer service
• Work as a team with all members of the Quality, Training and Operation Departments to meet company training and quality goals.
• Provide weekly feedback to the team on training and quality needs assessments throughout the organization and make recommendations for improvements