Job Description

We are seeking a dynamic and skilled Call Center Trainer to design, develop, and deliver effective training programs that enhance the performance of our customer service teams. The ideal candidate will be experienced in instructional design, highly engaging in their delivery, and technologically proficient in Microsoft Office products and training development tools.

Before you apply, please read the following questions, and ask yourself if they are describing you:

• Are you a call center trainer, skilled in 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 need you on our team!

DSI, an authorized AT&T Representative partner, has an immediate career opportunity for a Call Center Customer Service Trainer for our AT&T product and service (wireless and broadband) training efforts in their National Retail (NR) partner channel.

Office requirements: This role will report to our office in Richardson, Texas
Travel: Up to 50% national and international travel as required for business needs

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners through sales management, marketing assistance, hardware logistics solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all we are a one-stop solution to help sales partners uncover growth opportunities.

The qualified candidate will be able to:

1. Identify and deliver on the agent training needs through constant immersion in the call 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 a 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

• Develop engaging training materials, including manuals, presentations, e-learning modules, and job aids

• Deliver in-person and virtual training sessions to new hires and existing employees

• Evaluate training effectiveness and adjust content and delivery methods to meet evolving needs

• Collaborate with team leaders and QA to identify training gaps and opportunities

• Maintain accurate training records and produce reports on training outcomes

• Utilize Microsoft PowerPoint, Excel, and automation tools to enhance training efficiency and reporting

• Leverage training technologies and platforms (e.g., LMS, Articulate, Adobe Captivate) to create dynamic learning experiences

• Stay current with best practices in customer service, call center operations, and adult learning

• 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. The qualified candidate should be able to create and 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.)

• _ Extraordinary _ attention to detail in content creation and language nuance

• Ability to manage multiple deadlines for all partners, internal and external

• QA and/or QA leadership experience

• AT&T product knowledge

• Trello competency

• Bachelor’s degree from an accredited institution

• Minimum 2 years’ telecommunications call center experience

• Minimum 2 years of presentation and training in curriculum development

Other Requirements

• Bachelor’s degree in education, Business, HR, Communications, or a related field ( OR equivalent work experience )

• 2–3+ years of experience in training delivery and development, preferably in a call center or customer support environment

• Strong instructional design and adult learning methodology knowledge

• Excellent communication, presentation, and facilitation skills

• Proficient in Microsoft Office (PowerPoint, Excel—including automation/macros, Word)

• Experienced with LMS platforms and e-learning tools such as Articulate Storyline, Canva, or Adobe Captivate

• Comfortable with virtual platforms like Zoom, MS Teams, or WebE

• Certification in Training, Instructional Design, or a related field (preferred)

• Highly organized, proactive, and able to manage multiple projects simultaneously

Benefits

• Medical, Dental, Vision, 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!

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