DSI, an authorized AT&T Representative partner, has an immediate career opportunity for an AT&T Contact Center Trainer for Small Business training efforts.
Before you apply, please read the following questions, and ask yourself if they are describing you:
- Are you a contact center trainer, skilled in the areas of demonstrating and teaching exemplary customer service, specifically taking inbound customer/seller calls, properly ticketing and dispositioning them, and researching customer/seller issues to resolution?
- Do you have the natural confidence to manage an agent learning library, watching over and updating it every day to keep pace with ever-changing offers, products, services, and system changes, immediately bringing the issues and solutions that are discovered and solved every day directly to agents?
- Do you have the ability and experience to grow, develop, and work alongside a group of agents, demonstrating to them what good customer service sounds like?
If you think these questions describe you, and you are passionate about training, problem-solving, research, and everything in between, then we want you on our team!
Travel: 30 – 50% national and international travel as required for business needs
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.
The qualified candidate will be able to:
- Identify and deliver on the agent training needs through constant immersion in the contact center
- Develop and deliver energetic and engaging training, meetings, and huddles
- Tackle mastery of knowledge of ever-changing offers, products, and services, as well as unique and complex call center system, ticketing, and order entry systems and processes
- Have a thorough understanding and knowledge of call center environments and culture and be able to “talk the talk” by not just teaching, but by being able to demonstrate on a live call what good customer service sounds like
Responsibilities
- Handle in-bound sales support calls along with agents from various retail locations, listening to, understanding, and providing need-based sales solutions for store associates and their customers.
- Track customer inquiries and resolutions, logging calls with various dialer and ticketing software platforms
- Handle inbound call volume along with agents, demonstrating proper soft skills to ensure a high level of customer support and customer satisfaction
- Responsible for the day-to-day management of the agent-facing learning library of materials, identifying gaps in the library and moving quickly to update
- Provide up-to-the-minute communication of changes in offers and updates in processes to stakeholders, i.e., training team, agents, team leaders, and supervisors
- Through immersive experience, trainers will provide on-site training and agent education, including, but not limited to, group training, side-by-side instruction and coaching for agents, team leaders, and supervisors
- Work in close contact with the Lead Trainer to ensure timely and appropriate training material development and roll-out
- Being immersed in the environment and working side-by-side with agents to intimately know, understand, and train to varying situations to all stakeholders
- Become subject matter expert and proactively own opportunities for improvement and training.
- Keep current on processes, systems, and issues to troubleshoot and problem solve
- Continuously educating agents on AT&T-related product and service training in a dynamic, energetic, personable, engaging fashion
- Player/trainer who will take inbound calls, create tickets alongside agents after extensive research to resolve customer issues
- Help build, update, and maintain sales & training presentations (PowerPoint, videos, etc.), job aids, and reference materials for learning optimization across all assigned platforms and audiences – with primary focus on AT&T products and services
- Ability to gain insight and formulate patterns to bring a unified training message throughout our programs
Requirements
- Clear, dynamic, & precise communication skills to all levels of employees, from entry-level agents to leadership, both inside and outside our organization
- Minimum 2 years’ telecommunications call center experience
- Minimum 2 years of presentation and training in curriculum development
- Proficiency in many forms of audience-driven content creation, design, and delivery, especially Microsoft’s PowerPoint, with a detailed eye towards designing and delivering slides
- Deliver clear, engaging, aesthetically formatted, and PowerPoint content with quickness and ease
- Microsoft Office Suite (PowerPoint, Excel, Word, Outlook); strong computer proficiency, web conferencing (ex. Zoom, WebEx, MS Teams), and A/V setup and troubleshooting skills (projector setup, TV and audio systems, etc.)
- Ability to manage multiple deadlines for all partners, internal and external
- QA and/or QA leadership experience
- Trello competency
- Minimum 2 years’ telecommunications call center experience
- Minimum 2 years of presentation and training in curriculum development
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!
Originally posted on Himalayas
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