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Contact Center Trainer

Company: Indiana Bureau of Motor Vehicles
Location: Indianapolis
Posted on: November 26, 2022

Job Description:

*Work for Indiana*

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana's communities every day.


At the State of Indiana, we don't just talk about diversity and inclusion - Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and to perform the essential functions of a role.


*Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.*


*About the Indiana Bureau of Motor Vehicles (BMV): *
The BMV's mission is to serve all Hoosiers by providing best-in-class driver and vehicle services in a timely and accurate manner while ensuring security and transparency. The BMV team works throughout the state of Indiana and are dedicated to fostering an environment where we:

* Invest in our employees
* Engage our customers
* Provide sustainable systems
* Embrace product innovation


*Pay Rate: *
The starting pay rate for this position is $24.26 per hour.


*About the Job: *

We are looking for a dynamic contact center trainer for the Indiana State Bureau of Motor Vehicles. In this role, you'll be responsible for creating training material, scheduling, and conducting training sessions for both new and experienced contact center employees both virtually and when needed in person, and supporting employees to assure continuous improvement.


*A Day in the Life: *

To ensure success as a contact center trainer, you should have excellent knowledge of contact center procedures and expertise in quality assurance. Ultimately, a top-notch contact center trainer should be a friendly, approachable individual with effective teaching and communication skills.

The essential duties and responsibilities of this role are as follows:

* Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos;
* Preparing procedures and policies regarding service techniques and appropriate employee conduct;
* Scheduling and conducting training sessions on various contact center topics to prepare and support new employees;
* Training experienced employees on new or updated contact center procedures to improve their performance;
* Observing the daily operations of contact center employees and identifying any areas of improvement;
* Liaising with supervisors and managers to conduct on-the-job coaching;
* Measuring the effectiveness of training sessions and preparing individual or team progress reports;
* Creating and managing the training budget (where applicable);
* Ensuring employees keep up their productivity and maintain high levels of customer satisfaction;
* Other duties as required in scope of responsibility.


*What You'll Need for Success: *

* Knowledge of Indiana BMV content is preferred
* Knowledge of eLearning software, or adult education and training is preferred
* Experience working as a contact center trainer, leader or relative experience is preferred
* Familiarity with learning management systems
* Excellent knowledge of customer service best practices
* Strong teaching abilities and mentoring skills
* Good communication, interpersonal, and conflict resolution skills
* Ability to provide leadership to personnel in a fast-paced and stressful work environment


*Supervisory Responsibilities/Direct Reports: *

This role may serve as a team lead for an assigned work group.


*Benefits of Employment with the State of Indiana: *

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

* Three (3) medical plan options (including RX coverage) as well as vision and dental plans
* Wellness program (offers premium discount for the medical plan and gift cards)
* Health savings account, which includes bi-weekly state contribution
* Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
* Deferred compensation 457B account (similar to 401k plan) with employer match
* Two (2) fully-funded pension plan options
* A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid new parent leave
Up to 15 hours of paid community service leave
* Combined 180 hours of paid vacation, personal, and sick leave time off
* 12 paid holidays, 14 on election years
* Education Reimbursement Program
* Group life insurance
* Referral Bonus program
* Employee assistance program that allows for covered behavioral health visits
* Qualified employer for the Public Service Loan Forgiveness Program
* Free Parking for most positions
* Free LinkedIn Learning access


*Equal Employment Opportunity: *

The State of Indiana is an Equal Opportunity Employer.

Job Type: Full-time

Pay: From $24.26 per hour

* 401(k)
* 401(k) matching
* Dental insurance
* Employee assistance program
* Employee discount
* Flexible schedule
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Parental leave
* Tuition reimbursement
* Vision insurance
* 8 hour shift
* Day shift
* Monday to Friday

Ability to commute/relocate:
* Indianapolis, IN 46204: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: Indiana Bureau of Motor Vehicles, Indianapolis , Contact Center Trainer, Other , Indianapolis, Indiana

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