Senior Specialist Call Center Training

RESPONSIBILITIES:
Kforce has a client that is seeking a Senior Specialist Call Center Training in Orlando, FL.

Summary:
The Senior Specialist DM Training is responsible for the development, coordination, and delivery of training for all Team Members in Direct Marketing. As the leader for new hires during training the Senior Specialist maintains production and sales records, appraises productivity, handles complaints and disciplines Team Members per the company's documented policies and guidelines.

Key Tasks:
* Represents the Company's "Commitment to Excellence" by fostering a positive team atmosphere
* Serves as a mentor for Specialists to help them grow the depth and breadth of their skills
* Sets Team Members up for success to perform their job duties by determining work techniques, planning and assigning work to Team Members, monitoring work for legal compliance and ensuring a safe workplace

Main Responsibilities:
Onboarding (15%):
* Facilitates Team Member onboarding for Direct Marketing including partnering with Global Team Member Services (GTMS) to ensure Team Members provide the appropriate legal documentation along with facilitating our global orientation program Grand Journey

Operational Training (50%):
* Supports/leads the creation of content for new hire training programs, train-the-trainer programs, workshops, e-learning, and -key classes- focused on sales production, retention, and overall product knowledge
* Tracks individual attendance of trainees including daily documentation on each trainee that is provided to the business upon completion of training
* Defines best practices for using tools, systems, and sales techniques to reach minimum performance standards including planning and assigning work to each trainee based on their performance in training
* Stays current on changes to system functionality, call flow, sales strategies, quality assurance, and customer issues

REQUIREMENTS:
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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