Contact Center Trainer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Contact Center Trainer for AT&T's customer service escalation teams. Leading high-impact training initiatives and supporting operational excellence in the wireless telecom industry.
Responsibilities:
- Deliver High-Impact Training: Design and facilitate engaging training sessions, huddles, and team meetings that energize and educate call center agents
- Stay Immersed in Operations: Identify training needs through day-to-day interaction with agents and leadership, ensuring content stays relevant and responsive
- Master Our Systems and Offers: Become an expert in AT&T’s evolving products, services, promotions, and backend systems (ticketing, order entry, etc.)
- Lead by Example: Demonstrate outstanding customer service and escalation resolution on live calls, showcasing what “great” looks like in real time
- Support Continuous Learning: Maintain and update a robust agent learning library that reflects the latest updates, tools, and resolution strategies
- Assist agents by handling inbound escalation calls, delivering needs-based solutions while demonstrating strong customer service and soft skills to ensure high customer satisfaction
- Track and log customer inquiries and resolutions using various dialer and ticketing software platforms
- Work alongside agents in the contact center environment to understand real-time challenges and tailor training to meet diverse stakeholder needs
- Continuously engage and educate agents on AT&T products and services in an energetic, personable, and dynamic manner
- Analyze patterns and insights from interactions to deliver a consistent and unified training message across all programs
Requirements:
- Prior experience training in a wireless telecom contact center is required
- Strong understanding of call center operations, especially escalation processes and resolution techniques
- Excellent communication, facilitation, and interpersonal skills
- Proven ability to lead, coach, and inspire others to succeed
- Self-motivated with a passion for continuous improvement and learning
- Clear, dynamic, & precise communication skills to all levels of employees, from entry-level agents to leadership, both inside and outside our organization
Benefits:
- Medical, Dental, Vision, Disability, 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!
Similar Jobs
Contact Center Representative
Customer Service Representative providing support in electronic banking at BankNewport. Handling quality service, customer relationships, and technical support in a remote setting.
Call Center Quality Analyst
Functional Analyst transforming customer interaction data into actionable insights for government and intelligence projects. Driving performance improvements and ensuring compliance in a remote call center environment.
Product Forward Deployed Engineer, Senior/Lead/Principal
Product Forward Deployed Engineer focusing on client engagement and AI solutions at Salesforce. Collaborating with teams to drive innovation in enterprise contact center environments.
Contact Center Production Control Engineer, Amazon Connect Preferred
Contact Center Production Control Engineer focused on CCaaS environments and AWS services. Responsible for monitoring, troubleshooting, and ensuring platform reliability in a global IT consultancy.
Contact Center Production Control Engineer, Amazon Connect preferable
Contact Center Production Control Engineer at Miratech ensuring platform reliability in CCaaS environments. Requires AWS expertise and experience in monitoring and troubleshooting.
Contact Center Production Control Engineer, Amazon Connect
Contact Center Production Control Engineer role focusing on AWS and CCaaS platforms at Miratech. Responsible for monitoring and troubleshooting, ensuring platform reliability and performance.
Call Center Manager
Call Center Manager overseeing call center operations for government healthcare services. Leading a team to ensure high customer satisfaction and compliance with URAC standards.
Freelance Reclutamiento y Selección, Call Center
Freelance Recruiter executing massive recruitment processes for Call Center profiles at ABAI. Responsible for interviewing, assessing candidates, and maintaining candidate databases.
Asesor ATC Call Center
Remote position in a call center handling customer service calls and sales. Focused on generating commissions through customer inquiries and sales for A365.
Contact Center Agent
Contact Center Agent providing support to Patent and Trademark customers via phone and email. Addressing filing issues and delivering operational and technical assistance.
Care Manager – Patient Call Center
Care Manager handling patient calls for pharmacy services within IQVIA. Responsible for insurance eligibility, copay assistance, and appeals support.
Experienced Call Center Agent, Customer Service
Experienced call center agent providing customer support in insurance services. Joining a committed team in a fully remote role with flexible hours.
Bi-lingual Pharmacy Tech Support/Call Center Rep
Pharmacy Support Call Center Representative providing payment assistance solutions through contact with patients, pharmacies, and medical professionals. Responsibilities include handling card activation, program eligibility, and troubleshooting submission rejections.
Pharmacy Tech Support – Call Center Rep
Remote Pharmacy Support Call Center Representative providing support for card activation and program eligibility. Managing requests via various contact methods under moderate supervision.
Call Center Agent
Customer Service Professionals supporting clients with technical and customer inquiries while working remotely from Arkansas. Requires a minimum of 25 hours per week and a professional home office.
Contact Center CX Consultant
Contact Center CX Consultant leading customer experience strategy and solution design for Avahi's Amazon Connect practice. Working with SMB customers migrating to cloud-based contact centers in a remote-first environment.
Bi-lingual Pharmacy Tech Support Call Center Representative
Providing payment assistance solutions as a Pharmacy Tech Support Call Center Representative. Responsible for card activation and program eligibility inquiries, working fully remote from anywhere in the US.
Patient Contact Center Scheduler I
Patient Contact Center Scheduler coordinating and scheduling healthcare appointments. Acting as the first point of contact for patients and ensuring proper registration and inquiries are managed.
Contact Center Platform Lead
Contact Center Platform Lead optimizing Genesys Cloud CX and Salesforce integration for TopDog Law. Architecting, configuring, and enhancing contact center technology in a dynamic environment.
Call Center Premium Surgery Counselor, Bilingual
Call Center Premium Surgery Counselor at American Vision Partners assisting patients with surgical processes and offering education on surgical options. Ensuring smooth surgical experiences and managing appointments for patients.