Lead Trainer – Contact Center

Transform technology into opportunity as a Lead Trainer with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Lead Trainer you will help ensure today is safe and tomorrow is smarter. Our work depends on Training Specialist Advisor joining our team to ensure that Contact Center agents are effectively trained in properly responding to the public’s inquiries using provided scripts, the CRM system, Internet searching, and other applicable tools

HOW A TRAINING SPECIALIST ADVISOR WILL MAKE AN IMPACT
● Develops, organizes, and conducts training and educational programs for customer personnel
● Conduct knowledge-based and operational training targeted at both new hires and established staff. Adapt training as needed to meet the individual needs of trainees.

● Support development of training plans and curriculum.

● Develop and administer knowledge assessment testing.

● Assist with QA monitoring, feedback, and coaching.

● Provide reporting on training effectiveness, progress, improvements.

● Assist in drafting a monthly action and improvement report that will include recommendations regarding content, QA, CSAT, training, etc.

WHAT YOU’LL NEED TO SUCCEED:
● Education: Bachelor of Arts/Bachelor of Science Preferred
● Required Experience: 8+ years of related experience
Minimum Qualifications:

● Two or more years experience in a contact center.

● Experience in customer service training.

● Knowledge of contact center systems, CRM, and performance statistics.
Additional Information:

● Security Clearance Level: Ability to obtain Public Trust
● Location: Remote. Some travel may be required.

GDIT IS YOUR PLACE:
● Full-flex work week to own your priorities at work and at home
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays