Call Center Training Manager

This position is responsible for all aspects of Level 1 - frontline call center agent training.

• THIS IS AN IN-OFFICE POSITION THAT WILL REPORT TO OUR RICHARDSON, TEXAS OFFICE. *

• Identify training needs through observation, KPI reporting, and through consultation with project stakeholders
• Develop and articulate curriculum and produce instructional design and course outlines prior to content development
• Produce and supervise course content production and delivery
• Deliver and host dynamic, energetic, and engaging trainings and meetings with call center staff: in-house trainers (T3), managers, supervisors, QA, and agents
• Manage, develop, and grow 6 offshore training specialists (T3)
• Oversee the creation, development, maintenance, organization, and execution of all forms of AT&T-related training content and delivery
• Oversee call center instructor-led classroom workshops, including, but not limited to: rep training, computer-based virtual training and webinars, Train-the-Trainer (T3) onboarding, QC’ing T3 teach-backs, continuing education efforts
• Ensure the team delivers AT&T-related product and service training to assigned audiences in a dynamic, energetic, personable, engaging, intelligent yet entertaining fashion
• Work side-by-side with the Senior Training Manager and content developers to ensure timely and appropriate training material development and scheduling for all efforts
• Help build, update, and maintain all training materials, including but not limited to: presentations, job aids, reference material, simulations, knowledge base articles, and other pertinent digital vehicles for learning optimization across all assigned platforms and audiences – with a primary focus on frontline customer and seller support for AT&T Wireless and High-Speed internet products and services
• Supervise any content creation vendors to ensure timely but accurate training material delivery
• Ability to gain insights from weekly calls and meetings to formulate strategies within each assigned audience to bring timely, efficient, and unified training messages throughout the project
• Other responsibilities as assigned

• Clear, dynamic, and precise communication skills with all levels of employees, from entry-level agents to leadership, both inside and outside our organization
• Wireless, high-speed internet, video customer knowledge
• Minimum 3 years of call center experience, including frontline customer support, as well as presentation and training curriculum development and delivery
• Call Center/QA Supervisor experience is highly desirable
• The qualified candidate should be able to create and deliver clear, engaging, aesthetically formatted, and properly animated PowerPoint/Canva content with quickness and ease (including print materials)

• Microsoft Office Suite (PowerPoint, Excel, Word, Outlook), Canva, strong computer proficiency, web conferencing (ex. MS Teams, Zoom)
• Adobe Creative Suite, LMS, Cloud storage services

• Bachelor’s degree from an accredited institution in a related field (Communications, English, Theater/Performance Arts, Business, or Marketing)
• Neat, professional appearance, and outgoing demeanor
• Valid passport
• Some overnight international travel may be required (1-2x/year)
• Spanish Bilingual is a plus but not required

• Paid Vacation and Sick Time
• Medical, Dental & Life insurance are available on the first day of the month following your first day of employment
• 401k Plan with employer matching
• Employee Profit Sharing Program
• Ongoing training and development
• 50% AT&T wireless discount
• Potential for career growth - we prefer to promote from within!