Contact Center Trainer Supervisor

REMOTE POSITION - We have a Remote Work Program where team members have the opportunity work from home the balance of the work week. More details will be provided during the interview process.

About Global Connection to Employment

Global Connections to Employment (GCE) is a nationwide team providing jobs for people with significant disabilities, including our war-wounded veterans. Since its establishment in 1986, GCE has helped team members to fulfilling careers, from custodial services to facilities maintenance and food services, plus other business lines in between. Working with customers from the U.S. military, commercial business and community partners – as well as federal, state and local governments – GCE is one of the country’s largest private employers of persons with disabilities. Learn more at GCE.org.

Overview

The Contact Center Trainer/Supervisor will oversee the new hire and continuous talent development functions supporting Benefits Coordination and Recovery Call Center Services. This position will build and maintain effective relationships with prime contractor trainers, Customer Service Representatives, prime contractor supervisors and work, as applicable, with the Global Connections to Employment (GCE) corporate office to provide guidance and support to talent development initiatives. Responsible for providing training, including but not limited to, classroom-style teaching, videos, or e-learning. Considers customer service goals and objectives when initiating training programs to ensure customer service representatives will meet organizational standards. Adapts prime contractor training and maintains course content, manuals, or other training materials. Responsible for maintaining training documentation, call center procedures, policies and compliance standards. Conducts program evaluations to determine training effectiveness and recommends program changes to management. Reports to management on matters of training needs and customer service failures or improvements. Responsible for supervision of customer service representatives assigned to their area.

Role Requirements

• Education:
  • Bachelor's degree in education, personnel/human resources or a related field is preferred. May substitute equivalent combination of education and experience.
  • Certification in Customer Support, Call Center Training, or Quality Assurance is strongly preferred.
• Experience:
  • Two (2) years of experience as a call center supervisor/lead with an emphasis on corporate, call center training, or adult learning/education (remote or in-person) is preferred.
• Proficiency with Microsoft Office Suite, specifically Outlook, Excel, Word, and PowerPoint.
• Capable of dealing with all levels of management and external customers in a professional business manner.
• Strong written and verbal communication skills, with specific strength in classroom teaching, addressing group audiences, and skills in CSR related software programs.
• Previous knowledge and experience working with persons with disabilities is strongly preferred.
• Must have strong organization/time management, critical thinking, and decision-making skills.

Location Requirements

Remote employees must reside in the following states: AK, AL, CA, CO, DC, FL, GA, KY, LA, MD, MA, MS, NC, OH, OK, RI, SC, TN, TX, VA, WA.

Compensation

The salary range for this position is $23.58 - $28.42 per hour. Salary is based on experience.

GCE Benefits

At GCE, we recognize the importance of offering our team members a competitive and comprehensive benefits plan. In addition to offering voluntary benefits like medical, dental, and vision plans as well as voluntary products such as accident, hospital indemnity and critical illness, GCE also provides employer paid benefits, including Paid Time Off.

To Apply

Interested applicants please visit https://gce.org/work-for-gce/overview/ and complete the on-line application. If you require additional assistance, please call Human Resources at 850-495-3512.

Global Connections to Employment, Inc. is an Equal Opportunity employer. Individuals with Disabilities and Veterans are encouraged to apply. Drug Free Workplace Employer, DRUG TESTING REQUIRED