Trainer, CPAP Call Center

CPAP Call Center Trainer

The CPAP Call Center Trainer conducts classroom and virtual training sessions for new hires, upskill, and cross-skill classes within the CCC locations; identifying new and ongoing learning opportunities in the new hire class and agents currently on the floor. The CPAP Call Center Trainer is also responsible for conducting nesting sessions with new hire classes to continue developing their skill set and success.

The employee is crucial to the development of call center customer service representatives, preparing new team members to take on their role as proficient telephone representatives supporting our customers. Additional responsibilities may include assisting with curriculum development, reviewing training materials as needed for accuracy, and demonstrating proficiency on systems and procedures.

Job Responsibilities

• Delivers content with confidence and engagement to encourage learner participation in class
• Performs frequent knowledge checks to verbally and visually ensure that learners are absorbing the course material
• Identifies trainees who need additional enhancement to drive a positive outcome
• Identifies gaps in training and addresses those with management
• Facilitates in a positive, professional, and productive manner at all times
• Accommodate and adapt to different learning styles to achieve a successful outcome with the trainees
• Quickly adapt to new processes, suggest process improvements and new initiatives to enhance the performance of the training team, and lead by example for the learners for all employee policies
• Learn new material quickly and become a subject matter expert in a short period of time
• Supports CADU behaviors, ensuring a positive customer experience