Contact Center Trainer
Job ID: R0030579 | Administrative Support | Full Time | Charlottesville, VA
Responsible for scheduling and conducting training sessions for both new and experienced call center agents and supporting employees in an effort to maintain positive productivity.

Excellent knowledge of call center procedures and expertise in quality assurance.

  • Develop call centers' education materials, such as digital presentations and how-to manuals.
  • Prepare procedures and policies regarding customer service techniques, system use and appropriate agent conduct.
  • Schedule and conduct training sessions on various call center topics to prepare and support new employees.
  • Train experienced employees on new or updated call center procedures to improve their performance.
  • Observe the daily operations of call center employees and identify any areas of improvement, including listening to incoming calls.
  • Liaise with team leaders and managers to conduct on-the-job coaching.
  • Measure the effectiveness of training sessions and prepare individual or team progress reports.
  • Ensure employees keep up their productivity and maintain high levels of customer satisfaction through regular re-training and by working with supervisors.
  • Serve as subject matter expert.
  • In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $18.01 - $27.92 Hourly

  • Education: High school graduate or equivalent. Associate or bachelor's degree preferred in education, health or IT-related major.
  • Experience: 3 years.
  • Licensure: None.

Job requires standing for prolonged periods, frequently bending/stooping and reaching (overhead, extensive and repetitive). Repetitive motion: computer keyboard. Proficient communicative, auditory and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull 50-100 lbs.

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Charlottesville, VA
Charlottesville, VA 22903

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UVA Health System has one of the nation’s most diverse workforces. We are a close-knit, collaborative team that values the expertise, opinions and contributions of our staff. Our proven patient-first focus drives everything we do and fuels our many accomplishments - from Magnet® designation for our nurses to national recognitions as a top hospital and employer (Magnet is a registered trademark of the American Nurses Credentialing Center).

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