Description
DSI, a trusted and authorized partner of AT&T, is seeking an experienced Contact Center Trainer to lead and deliver high-impact training initiatives for our AT&T customer service and escalation teams. This individual will play a key role in shaping agent performance, driving customer satisfaction, and supporting ongoing operational excellence within our contact center environment.
The ideal candidate brings a strong background in training within a wireless telecom contact center, along with expertise in managing escalated customer interactions, resolving issues through research and collaboration, and coaching others to perform at a high level. This role requires someone who can effectively demonstrate best practices and ensure frontline teams are prepared to handle a wide range of customer needs with professionalism and empathy.
If you’re passionate about training, thrive in fast-paced environments, and have experience in the wireless telecom industry—this is the opportunity for you.
About DSI
Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.
At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.
Responsibilities
- Deliver High-Impact Training: Design and facilitate engaging training sessions, huddles, and team meetings that energize and educate call center agents
- Stay Immersed in Operations: Identify training needs through day-to-day interaction with agents and leadership, ensuring content stays relevant and responsive
- Master Our Systems and Offers: Become an expert in AT&T’s evolving products, services, promotions, and backend systems (ticketing, order entry, etc.)
- Lead by Example: Demonstrate outstanding customer service and escalation resolution on live calls, showcasing what “great” looks like in real time
- Support Continuous Learning: Maintain and update a robust agent learning library that reflects the latest updates, tools, and resolution strategies
- Assist agents by handling inbound escalation calls, delivering needs-based solutions while demonstrating strong customer service and soft skills to ensure high customer satisfaction
- Track and log customer inquiries and resolutions using various dialer and ticketing software platforms
- Work alongside agents in the contact center environment to understand real-time challenges and tailor training to meet diverse stakeholder needs
- Continuously engage and educate agents on AT&T products and services in an energetic, personable, and dynamic manner
- Analyze patterns and insights from interactions to deliver a consistent and unified training message across all programs
Qualifications
- Prior experience training in a wireless telecom contact center is required
- Strong understanding of call center operations, especially escalation processes and resolution techniques
- Excellent communication, facilitation, and interpersonal skills
- Proven ability to lead, coach, and inspire others to succeed
- Self-motivated with a passion for continuous improvement and learning
- Clear, dynamic, & precise communication skills to all levels of employees, from entry-level agents to leadership, both inside and outside our organization
Benefits
- Medical, Dental, Vision, Disability, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
