Contact Center Trainer

at HomeSafe Alliance in Springfield, Illinois, United States

Job Description

Title:

Contact Center Trainer

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we’re defining tomorrow’s challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.

Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions.

As the needs of the world change, we’re ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution.

The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

About the Role

The Trainer will be responsible for delivering all training to contact center employees (Specialists and Move Counselors) who provide exceptional service and quality end-to-end through the move experience. The Trainer will lead training for new hire onboarding, job skills, systems, updates to processes, policies, and tools, and ad hoc training to refresh skills and close knowledge gaps. The Trainer will facilitate primarily virtual classroom training (live, online), self-directed training (e-learning), and individual instruction. This position will require rapid development of subject matter expertise on requirements for household goods movement including Department of Defense regulations, service member entitlements, and shipping documentation. As part of a small team of Trainers, this position will also work to enhance documentation in the Knowledge Management system and will collaborate closely with the broader Customer Care Team to maximize call center effectiveness.

Responsibilities :

+ Consistently and effectively deliver all training to contact center employees through virtual classroom, self-directed, and formal/informal collaborative learning environments.

+ Facilitate training for new hire onboarding, job skills, systems and tools, process, policy, and tool updates, and ad hoc training to refresh skills and close knowledge gaps.

+ Assure interactive, participative learning environment that supports all learning styles and abilities.

+ Assist with Individual Development Plans and on-the-job training as needed.

+ Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

+ Assist with training development and updates as needed.

+ Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

+ Evaluate and reflect on each training module, class, and post-training learning assessment and provide recommendations for improving effectiveness.

+ Collaborate with Quality Assurance, Customer Experience, and Employee Experience teams to identify performance and effectiveness gaps and implement solutions, including ad hoc training, curriculum enhancements, and improvements in knowledge resources.

+ Quickly become a Subject Matter Expert (SME) in all facets of the move processes: DoD regulations, service member entitlements, shipment documentation, support systems.

+ As a SME, assist with the build out of and continuous updates to the Knowledge Management system which will provide the ultimate source of truth for information needed by Customer Care and others to provide accurate and timely information to customers.

+ Other duties as assigned.

Minimum Qualifications :

+ High School Diploma, GED or equivalent education experience is required .

+ 3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

+ Must be a U.S. citizen due to contractual requirements.

+ Knowledge of principles, methods, and practices of adult education/training

+ Ability to quickly learn, retain, and teach complex subject matter

+ Excellent interpersonal skills

+ Effective presentation and facilitation skills

+ Strong verbal and written communication skills

+ Experience with Microsoft Office Suite to include Word, Excel, PowerPoint, Outlook

Preferred education and experience :

+ Bachelor’s degree preferred

+ Experience developing training curriculum

+ Experience working in a multi-channel contact center environment (remote or on-site)

+ Experience with Knowledge Management systems

+ Experience with military or relocation moves

+ Military experience and/or immediate family member of a military member while active duty

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

Inclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

Benefits:

+ Medical, Dental and Vision Insurance.

+ Paid time off (PTO) Three weeks of PTO for newly hired employees

+ 401(k)

+ Health and Wellness Programs

+ Disability, Life and AD&D insurance

+ Employee Support program

+ Family Support: Bright Horizons, child and elder care services

+ Teladoc Medical Experts, second opinion program

+ Travel Accident & Medical

+ TRICARE Supplement Plan

+ Voluntary Benefit Plans

+ And more!

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe? – Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation e