Job Title: Trainer - Atlanta

Function: Call Center Operations

Office Location: Atlanta/College Park

Workplace Type: Onsite/Hybrid (client approved)

Employee Status: Full-Time

Office Hours: M-F / 8 am – 8 pm

Bobby Dodd Institute (BDI)

Empowers people with differing abilities to maximize their potential by securing economic self-sufficiency, independence, and inclusion within their communities. We do this by offering programs and consulting services for individuals with disabilities and their loved ones.

Our contact center Business Process Outsourcing (BPO) model allows us to create tailored partnerships that financially support our nonprofit programs.

Job Description: The Contact Center Trainer

Job Responsibilities:

• Serves as the primary point of contact to facilitate all training events within the Contact Center.
• Continuously improves training through utilization of the Analyze, Design, Development, Implement, Evaluate (ADDIE) Instructional Systems Design (ISD) model.
  • Creates and administers training surveys to identify areas of improvement for training sessions.
• Designs and builds training materials for in-person, remote, and hybrid training modules
  • Ensures a focus on customer service, system, and product knowledge.
• Delivers training for new clients and translates materials to standard.
• Creates training documentation, training/job aids, and training literature for the Contact Center.
• Builds programs to assist employees with job transition based on technology, content, or process changes across Contact Center systems.
• Creates and delivers leadership development programs for high-potential Contact Center employees.
• Conducts orientation programs and arranges on-the-job training for new hires in onsite, remote, and hybrid environments.
• Meets organizational goals with campaign metrics, quality, and on-time delivery.

Job Requirements

• Bachelor's degree in Adult Learning/Education, Human Resources, Psychology, or a related field preferred.
• 3+ years of Training Development Experience
• 2+ years in E-learning development software program

Demonstrated Knowledge and Skills:

• Outstanding track record in developing and executing successful training programs.
• Diverse background with strong technical, business, and managerial skills.
• Excellent oral and written communication skills; skilled “enter-trainer”.
• Highly proficient in MS Office Suite and virtual communication tools (MS Teams, Zoom, Webex).
• Experienced with eLearning development systems and Learning Management System operations.
• Detail-oriented, highly organized, and able to multitask in a fast-paced environment.
• Excellent problem-solver; skilled at process development.
• Adept at working with a variety of personalities and leadership styles.
• Ability to maintain the confidentiality of sensitive business and employment matters.
• Professional maturity and judgment.
• Ability to work as an effective team member

Government Security Clearance/Citizenship Requirements

• Requires US citizenship and current security clearance
• Must maintain required clearance status: National Agency Check with Law Enforcement and Credit (NACLC)
• Must maintain current possession of a Common Access Card (CAC).

Physical Demands:

While performing the duties of this job, the employee is regularly required to speak, hear and see. The employee is frequently required to stand, walk, use hands to finger, handle or feel and reach with hands and arms.