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DSI · 13 hours ago

AT&T Contact Center Trainer

United States

Full-time

Remote

Mid Level

DSI, a trusted partner of AT&T, is seeking an experienced Contact Center Trainer to lead and deliver impactful training initiatives for AT&T's customer service teams. The role focuses on enhancing agent performance, driving customer satisfaction, and supporting operational excellence in the contact center environment.

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Responsibilities

Deliver High-Impact Training: Design and facilitate engaging training sessions, huddles, and team meetings that energize and educate call center agents

Stay Immersed in Operations: Identify training needs through day-to-day interaction with agents and leadership, ensuring content stays relevant and responsive

Master Our Systems and Offers: Become an expert in AT&T’s evolving products, services, promotions, and backend systems (ticketing, order entry, etc.)

Lead by Example: Demonstrate outstanding customer service and escalation resolution on live calls, showcasing what “great” looks like in real time

Support Continuous Learning: Maintain and update a robust agent learning library that reflects the latest updates, tools, and resolution strategies

Assist agents by handling inbound escalation calls, delivering needs-based solutions while demonstrating strong customer service and soft skills to ensure high customer satisfaction

Track and log customer inquiries and resolutions using various dialer and ticketing software platforms

Work alongside agents in the contact center environment to understand real-time challenges and tailor training to meet diverse stakeholder needs

Continuously engage and educate agents on AT&T products and services in an energetic, personable, and dynamic manner

Analyze patterns and insights from interactions to deliver a consistent and unified training message across all programs

Qualification

Contact Center TrainingWireless Telecom ExperienceCustomer Service SkillsEscalation ManagementCoaching SkillsEmpathyTraining Needs AssessmentCommunication Skills