Call Center Trainer

Echostar Corporation Germantown , MD 20874

Posted 5 months ago

EchoStar Corporation (NASDAQ: SATS) headquartered in Englewood, CO, with additional locations world-wide, is a premier global provider of satellite solutions and technology services. Together with its major subsidiaries

EchoStar Satellite Services and Hughes Network Systems EchoStar offers employees the opportunity to explore the boundaries of what's possible in the fields of engineering and the business functions transforming this engineering into revenue.

The Hughes consumer business is looking for a self-motivated Consumer Services trainer with expertise in designing and delivering training related to business processes/flows, applications, call center agents' tools and troubleshooting procedures on consumer services and products.

The Call Center trainer will also. Must use business and technical.

Responsibilities:

  • Provide training solutions for a wide range of consumer applications, tools, products and services for Call Center Representatives (CSR).

  • Develop effective CSR procedures and troubleshooting steps based on new applications, tools and programs being launched.

  • Prepare technical and non-technical documentation to be used as training materials.

  • Develop and maintain Call Center Trainer handbook.

  • Conduct periodic feedback process with call center trainers from various locations.

  • Develop and implement training audit governance on all Call Center sites and identify gaps and improvements on new hire training and ongoing refresher courses.

  • Maintain and organize the content in e-learning system.

  • Work closely with the Knowledge Article writers and synchronize the training content with the KB content.

  • Independently determines and develops approaches to solutions meeting organization objectives

  • Develops and validates training specific plans and reports to ensure successful readiness of Call Center operations.

  • Reviews post-training data analysis activities to ensure accuracy and correctness of training.

  • Supports the training development and validation of the applications, procedures and tools with the lead trainer.

  • Assist Project Managers in identifying call center agents troubleshooting support, test new applications and services. Projects will range in lifecycle from requirements generation through rollout.

Basic Requirements:

  • Bachelor's degree in a computer-related discipline, education or related field
  • 3+ years in call center training development
  • 3+ years of remote and onsite training delivery
  • 1 year experience of teaching or call center training experience with quality assurance experience.

Preferred Qualifications:

  • Knowledge of systems, processes, procedures surrounding Customer Service Operations for Consumer business

  • Experience with call center(s) or call center work relationship(s)

  • Complete understanding, knowledge, and application of training software.

  • Experience in Articulate, Captivate and other training development software

  • Knowledge of HTML5 and online content development Ability to meet competing deadlines and manage changing priorities

  • Efficient in software programs and instructional design

  • Ability to be thorough, practicable and consistent with solutions that meet organization objectives

  • General knowledge of broadband internet, VOIP, Networking

  • Superior organization and time management skills.

  • Ability to function independently and as a team player in a fast-paced environment.

  • Spanish Language a plus

EchoStar and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. U.S. Citizenship is required for certain positions. EEO is the law.


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Call Center Trainer

Echostar Corporation