Contact Center Trainer - Remote

Overview

DSI, a trusted and authorized partner of AT&T, is seeking an experienced Contact Center Trainer to lead and deliver high-impact training initiatives for our AT&T customer service and escalation teams. This individual will play a key role in shaping agent performance, driving customer satisfaction, and supporting ongoing operational excellence within our contact center environment.

In Short

• Deliver high-impact training sessions for call center agents.
• Identify training needs through interaction with agents and leadership.
• Become an expert in AT&T’s products and systems.
• Demonstrate outstanding customer service in real-time calls.
• Maintain a robust agent learning library with updates.
• Handle inbound escalation calls with strong customer service skills.
• Track customer inquiries using various software platforms.
• Work alongside agents to understand challenges and tailor training.
• Engage and educate agents on AT&T products dynamically.
• Analyze interactions to deliver a unified training message.

Requirements

• Prior experience training in a wireless telecom contact center.
• Strong understanding of call center operations and escalation processes.
• Excellent communication, facilitation, and interpersonal skills.
• Proven ability to lead and inspire others.
• Self-motivated with a passion for continuous improvement.
• Clear communication skills for all levels of employees.

Benefits

• Opportunity to shape agent performance and customer satisfaction.
• Engaging training environment.
• Dynamic interaction with a variety of stakeholders.
• Work with a family-owned company committed to excellence.