Help Desk/ Call Center Trainer

Job Summary: Help Desk/ Call Center Trainer Location - Carrollton, TX Full-time ROLE PURPOSE This individual will design, deliver and support the training needs of the organization. The incumbent will support all training tasks related to the Help Desk/Dispatch departments, the knowledge base, and the learning management system. MAIN RESPONSIBILITIES Include the following to perform this job successfully. The Call Center Trainer may be expected to perform the duties listed. Facilitate Training classes focused on Dispatch and Help Desk for the organization. Monitor Call Center performance to identify areas of coaching opportunity. Design training materials for use by the Dispatch, Help Desk, and partner support teams. Create and maintain materials for the LMS and Knowledge Base. Communicate with both internal and external customers and leadership. Create and Maintain training records for classes. Proficiency in Office Products, specifically in Excel, Outlook. Manage schedules for the training classes. Make suggestions on improving work procedures. Manage schedules for the training classes. Make suggestions on improving work procedures. Work with the Helpdesk/Dispatch leadership team on targeted initiatives to improve performance. Facilitate Training across various schedules. Other duties and responsibilities as assigned. REQUIRED EDUCATION AND QUALIFICATIONS High School Diploma or General Education Degree (GED) and one to three years’ experience in training role. Experience with technical customer service organizations preferred. One year of class facilitation, preferably in a service and/or technical environment. LMS experience. Design of Computer Based Training Fundamental knowledge of call center operations REQUIRED SKILLS AND COMPETENCIES LMS experience required Experience Writing and Editing technical documentation Technical and customer service training experience Proven ability to be responsive and proactive Advanced organizational skills with the ability to handle multiple assignments Strong communication skills Typing and 10 Key skills proficiency Scheduling experience is a plus. Proficiency in Oracle JDE 9.2 and/or OFSC is desired. Pay: $56,000.00 - $62,000.00 per year