Full-Time Hourly (Non-Exempt)
Must reside in the US full time (Remote)
Brandt Information Services is a leading provider of technology and marketing services for state wildlife and parks agencies, revolutionizing how agencies connect with and serve the public. From planning a camping trip to purchasing a hunting or fishing license, our solutions streamline the outdoor recreation experience. Every transaction—whether a boat registration, campground reservation, or educational event ticket—contributes to conservation efforts and enhances outdoor recreation opportunities.
We are seeking a Contact Center Training Specialist, to coordinate and conduct all new hire orientations/training as well as current staff training for Contact Center agents. In this role, the Contact Center Training Specialist will be responsible for managing the process of integrating new hires, coordinating with project-specific trainers, provide ongoing coaching and guidance to trainees, selecting and developing training aids, coordinating administrative functions necessary to deliver and document training programs, and defining and measuring metrics to evaluate the effective of learning programs. Additionally, the ideal candidate will collaborate with leaders across the organization to ensure training materials and curriculum are in place and delivered prior to new marketing initiatives, product launches, or business expansions.
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Primary Responsibilities:
- Coordinate and conduct all new hire orientation/training and current staff training classes in person and virtually (as needed) for Contact Center agents.
- Manage the process of integrating new hires into their roles and coordinating with project specific trainers.
- Provide ongoing guidance, coaching and direction to trainees.
- Select or develop training aids, including training handbooks, multimedia visual aids, computer tutorials, job aids and reference works.
- Produce and publish training materials for system training, as well as policies and procedures.
- Maintains and revises training documents, SOPs, knowledge base articles and documentation as well as other supplemental materials as needed.
- Coordinate administrative functions necessary to deliver and document training programs.
- Define and measure metrics to evaluate the impact and effectiveness of learning programs against pre- defined goals.
- Assist with developing, maintaining and coordinating training materials and curriculum for Point of Sale Agents for newly implemented projects.
- Liaison with Contact Center management to work toward meeting monthly key contact center performance goals for customer satisfaction, service levels, quality, productivity, and key performance metrics.
- Report, analyze and resolve and/or escalate customer and operational issues that impact service quality.
- Collaborate with leaders across the organization to ensure that appropriate training materials and curriculum are in place and delivered prior to new marketing initiatives, product launches or business expansions.
- Liaise with internal stakeholders (IT, HR, etc).
- Serve as auxiliary backup with taking in-bound calls during peak times as needed.
Requirements:
- Previous experience in a inbound contact center customer service environment, preferable in a supervisory role.
- Previous training and development experience.
- Solid understanding of training processes and practices
- Strong interpersonal and communication skills and the ability to work.
- Ability to assess training needs and objectives.
- Knowledge of Microsoft Word, Excel, and PowerPoint is required.
- Ability to work on average 40 hrs. per week, may include evenings and weekends to support the Contact Center operating hours.
Compensation & Benefits:
- The selected candidate should have the skills, qualifications, and experience consistent with an Associate level within Brandt’s job architecture. The starting compensation range is $17.00 - $19.50 per hour, with the final pay determined based on the candidate’s expertise, qualifications, and prior experience within the applicable pay band.
- Health insurance through United Health Care including one plan offering fully covered for the employee (family members can be added at a discounted rate)
- Vision insurance fully covered for the employee (family members can be added at a discounted rate)
- Dental insurance available for purchase
- Paid Time Off (PTO)
- Nine (9) paid holidays
- 401k plan with matching company contributions
- Annual year-end performance bonuses
- Up to 8 weeks of paid parental leave
- Life insurance fully covered by the company
- Long term disability insurance fully covered by the company
Eligibility:
Candidates undergo a thorough background check, including a fingerprint check for specific projects. Clear criminal background ensures compliance and trust with state agency partners.
About Brandt:
Brandt is a leading provider of SaaS technology and marketing services for state wildlife and parks agencies. We enhance the customer journey for outdoor activities, contributing to conservation and recreation improvements. Learn more at www.brandtinfo.com
Equal Employment Opportunity:
Brandt Information Services, LLC is an EEO employer, providing fair consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.
