GlowTouch LLC

GlowTouch is growing and we are looking for an experienced Contact Center Trainer to join our motivated and ambitious team.

About GlowTouch

What is GlowTouch and what do we do? GlowTouch is a Louisville-based company that provides personalized contact center, business processing, and technology outsourcing solutions for our clients’ customers. In the 19 years we’ve been in business, we’ve grown from one location and a few employees to a 2,000 plus employee international company, serving clients around the world!

For us, “Putting People First” is more than our motto; its who we are and what we do. We value our employees, customers, and communities and want them to thrive, not just survive. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. We are like one big family, all working hard and working together to make sure our customers have an exceptional service experience. That’s where you come in!

What Will You Do?

The overall purpose of the Contact Center Trainer is to facilitate on premise and virtual new hire and continuous education training, develop and organize content and curriculum, and educate Trainees in order to successfully graduate prepared and on schedule. Ultimately, you will make sure our customer service agents build the skills necessary to deliver excellent levels of individual performance and customer satisfaction.

We believe that our employees are the most important asset of our company and our commitment to world class training is a key to our success. Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company.

Primary Responsibilities:
Prepare and provide on premise and/or virtual training for new hires.
Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions
Provide ongoing training of new and updated information, products, and processes
Create a positive and engaging virtual learning environment
Develop team skills in areas of customer service and communication
Ensure that all team members receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives
Assemble and distribute course materials and teaching aids
Track completion of training and all testing results by employee
Provide feedback to management regarding individual attendance and progress during training and nesting
Coordinate with training management to identify new training needs and recommend additional learning material as appropriate
Assist with on-going training needs
Provide production floor support during nesting
Other duties as required

Required Qualifications:
1-2 years of adult learning training experience, preferably in a call center environment
Excellent communication and presentation skills
Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice
Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines
Ability to train on repetitive material while maintaining focus and enthusiasm
Familiarity with interactive learning techniques
Experience with Learning Management Software (LMS) preferred
Excellent organizational skills, detail-oriented
Proficiency in all Microsoft Office programs
Ability to work independently and finish tasks with minimal supervision

This position is on premise working from our Contact Center at 9931 Corporate Campus Dr, Louisville, KY 40223. We will accept resumes for remote positions also.

Education: High School Diploma or equivalent education experience is required.

Hours: Class schedules will vary by client and by class. Trainers must be flexible to work weekends and evenings to meet business needs.

Benefits: GlowTouch offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.

GlowTouch is a certified woman-owned business and an EOE employer who welcomes diversity.

COVID-19 considerations:
To keep our employees safe, temperatures are scanned before entering, masks are required, hand sanitizer and wipes are provided, and cubes are large enough to maintain a social distance of 6 feet.

To apply for this job please visit www.glowtouch.com.