Training Specialist, Call Center

| Austin

 What You’ll Do:
 

  • Partner with Sales Enablement and contact center leadership to assess training needs of agents and leaders in the contact center.
  • Support development of training plans and curriculum.
  • Interact with and report to clients regarding successes and opportunities for development of Trainees and existing employees.
  • Create and facilitate contact center role plays.
  • Lead training classes utilizing a variety of delivery techniques appropriate for adult learners.
  • Deliver training for all new hires and existing employees.
  • Develop and administer knowledge assessments.
  • Liaise with all areas of the Operations teams on current products, services and processes.
  • Provide reporting on effectiveness and progress of the training experience, and offer recommendations for improvements.
  • Develop individual results by maintaining policy and procedure resources; monitoring calls, providing feedback/coaching; conducting training sessions; and developing outcome improvement resources
  • Update training content as needed
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • Assist with other projects assigned by Sales Enablement leadership

 

 

 
Qualifications:
 

  • 2-4 years of professional training experience, Learning and Development Specialist, Corporate Trainer, Sales Trainer, or a related title, preferably in a sales environment utilizing Solution Selling
  • 3+ years previous contact center experience preferred
  • Must have a knowledge of adult learning principles and the ability to implement these principles in a training curriculum
  • Coaching and mentoring experience
  • Demonstrated ability to successfully develop and deliver training programs utilizing skills in instructional design, program design & development, and training technologies
  • Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills required
  • Strong verbal and written communication skills
  • Able to multi-task effectively
  • High energy
  • Able to work in a fast paced, rapidly changing environment
  • Able to build rapport and listen attentively to the needs of customers
  • Highly computer literate with in-depth knowledge of MS office, Salesforce.com and web based systems
  • Must have flexible schedule, including availability for overtime during evenings, weekends and holidays

 

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.

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Location

9900 Spectrum Dr, Austin, TX 78717

What are LegalZoom Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Perks & Discounts
Company Outings

Additional Perks + Benefits

Benefits are an important part of your total rewards package here at LegalZoom. We offer a competitive and comprehensive benefits package with various choices for your and/or family members’ welfare needs. We provide these benefits not only to support you through important events in your life, but also to enhance your life outside work and help you prepare for the future.

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