Call Center Training Coordinator

Massanutten ResortVirginia Beach, Virginia, USA

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Job Details

Description

Job Summary

The Recruiting and Training Coordinator is responsible for executing the staffing plan for the Call Center. This plan includes recruiting, interviewing and hiring for all open positions within the Call Center; completing the initial onboarding and training process; and conducting reoccurring training with all call center staff.

This position will manage all job postings for the department, will be responsible for conducting phone screening interviews as well as in person interviews, and ensuring all onboarding of employees are conducted in a professional manner in accordance to the overall staffing plan for the department.

This role requires an outgoing personality, strong interpersonal skills, attention to detail and the ability to read people in order to develop and tailor the right training methods to suit different learning styles and objectives.

Key Responsibilities

Responsible for meeting hiring goals of department

Writing compelling job postings for a variety of hiring sites such as Indeed, LinkedIn, ZipRecruiter, etc.
Reviewing all applications, then scheduling and conducting phone screen interviews
Conduct in-person interviews for those qualified candidates
Selecting the right candidates for open positions within the Call Center.
Testing and analyzing which job postings and job boards generate the most, and most qualified candidates and adjust the recruiting plan as necessary.

Provide onboarding and training for new hires

Creating and maintaining all on-boarding materials associated with the new hire process.

Ensuring all new hires complete the necessary paperwork required by Human Resources

Develops a professional and welcoming environment for all new hires

Provides training to all new hires, educating them on the company, office policies, the role and expectations as well as those skills necessary for the specific job (scripts, rebuttals, etc.)

Stays in constant contact with management on staff performance and adjusts training materials as necessary based on feedback.

Monitors retention metrics for all new hires and adjusts plan as appropriate.

Provide supplemental training as deemed necessary by Call Center Management Staff

Meets with management staff to asses agent performance and offers supplemental training as deemed necessary by management.

Continuously reviews best practices and ensure agents are using those skills provide during training each and every day.

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Training Coordinator • Virginia Beach, Virginia, USA