Senture is currently seeking a Call Center Training Instructor.  Specific job responsibilities include:

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  Participates in needs analysis studies to determine training needs within organization.
  
  
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  Confers with management to gain knowledge of specific work situations requiring employees to better understand changes in policies, procedures, regulations, and technologies.
  
  
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  Formulates teaching outline and determines instructional methods.
  
  
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  Selects or develops testing and evaluation procedures to be used at completion of training.
  
  
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  Conducts training sessions covering specified areas such as new orientation, on-the-job training, use of computers and software, apprenticeship programs, customer service, sales techniques, health and safety practices, public relations, refresher training, promotional development, upgrading, retraining displaced workers, and leadership development.
  
  
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  Tests trainees to measure progress and to evaluate effectiveness of training.
  
  
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  Reports on progress of employees under guidance during training periods.
  
  
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  Revises design of training curriculum and methods to improve effectiveness.  Works closely with Contact Center Managers to ensure all training materials are accurate and up to date; continuously revises all training materials and job aids.
  
  
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  Evaluates CCR performance, performs coaching sessions with each CCR, and gives constructive feedback in efforts to improve the CCR’s performance.
  
  
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  Monitors calls (in collaboration with Quality Assurance Department) to ensure that CCRs are using appropriate script and information given is accurate and conforms to company and client-specific procedures.
  
  
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  Appraises employees’ performance on a daily basis and creates CCR training and needs development assessment.
  
  
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  Communicates client-specific procedure changes to team members as necessary.

Qualifications

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  Bachelors Degree and two or more years of relevant teaching or corporate training experience—or an equivalent combination of education and experience.
  
  
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  Excellent judgment and leadership skills.
  
  
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  Must meet work deadlines, have regular attendance, good interpersonal skills, ability to work with a team, ability to multi-task, operate a PC, use Internet search engines and computer systems, and specialized telephone systems. 
  
  
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  Must have reliable transportation.

Senture is a full-service solutions provider with operations headquartered in London, Kentucky.  Service offerings include 24/7/365 inbound and outbound contact center support, help desk, fulfillment, order processing, and warehousing to a host of clients in the federal, state, and commercial sectors.  Senture has offices in Kentucky, Florida, Tennessee, and Virginia.  For more information visit http://www.senture.com .  EOE