GNC Call Center Trainer in Pittsburgh, Pennsylvania

Job Summary

Prepare call center staff to help improve their performance. Develop, mentor and coach in order to meet and continuously improve customer satisfaction. Responsible for ensuring that staff is knowledgeable in all aspects of GNC and that there is a high level of quality control.

Essential Duties and Responsibilities

  • Conduct training classes with new hires, ensuring that they are properly prepared for the production environment..

  • Develops, implements and modifies training program to ensure effectiveness of programs delivered to call Center/Customer Service staff. .

  • Acts as source of information and answers questions from staff and provides guidance when needed.

  • Carries out performance monitoring, measurement and evaluation of team to improve efficiency and ensure optimal performance of call center staff.

  • Motivate and encourage staff through positive communication and feedback.

  • Reports individuals' progress and identifies additional training needs.

  • Assist in the development and implementation of the quality assurance program.

  • Provide ongoing support of staff through call monitoring, coaching and training.

  • Performs other duties as assigned.

Job Specifications

Experience:

  • Two-three years customer service experience with at least two years in a team lead/supervisor/trainer role leading teams (call center environment preferred)

Education:

  • Bachelor's degree preferred

    Qualifications:

  • Excellent communication, leadership and interpersonal skills.

  • Proven time management skills and ability to work well under pressure.

  • Ability to work nights and weekends.

  • Experience training in an inbound call center environment with thorough knowledge of call center procedures.

  • Proficient in Microsoft Office, specifically Excel, Word, PowerPoint and Outlook.

  • Previous coaching experience is an asset.

  • Ability to lead and partner successfully.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear and sit. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This job description reflects management's assignment of essential job functions, which are not intended to be an exhaustive list of all responsibilities, duties and skills required.

GNC is an Equal Opportunity/Affirmative Action/Protected Veterans/Disabled Individuals Employer.