Job Description

Job Summary: The Contact Center Trainer is responsible for delivering core, ongoing, and roll-out  training programs to meet established business goals and ensure consistent program execution.  Partner with the Learning and Development team to develop, create, and edit curriculum and course materials.  Administer assessments, monitor the performance of associates, and conduct coaching in outstanding customer service skills.

Ensure the execution and  delivery of Contact Center training programs while utilizing proper and effective training techniques.

Facilitate training sessions that create high levels of associate engagement, participation and knowledge retention.

Recommend training improvements based on participant performance.

Evaluate program effectiveness in terms of content and delivery.

Support continuous development of learning initiatives aligned with business needs.

Partner with Contact Center Operations Leads to create and review Leveled Analyst assessments on a regular cadence, ensuring the assessments are formatted and presented in an objective manner, and that the skills being measured for each Level align with the Development Roadmap. Maintain ownership of accurate Leveled Analyst Assessment results and report out to Contact Center Leadership.

Partner with Contact Center Operations Leads to determine training needs, performance issues, and skills gaps utilizing QM scores, metrics, and other feedback. 

Research, plan, and develop training programs, and evaluate and modify existing and proposed programs.  Develop assessments and metrics to measure effectiveness of programs and make corrective actions as needed.

Facilitate, coach, and monitor compliance and completion  of the Contact Center training programs and roll outs.  Develop coaching plans to ensure policies, processes and procedures are communicated in an efficient and consistent manner. Maintain ownership of accurate training records.

Participate in the interview process, hiring decisions and on-boarding process.

Perform other duties as assigned.

Essential Functions:

Ability to work well individually as well as in a team environment

Ability to be in office four (4) days a week

Excellent oral and written communication skills

Excellent customer service skills

Ability to work with little or no supervision

Detail oriented and strong organizational skills

Strong analytical and problem-solving skills

Excellent interpersonal skills

Proven self-starter with demonstrated ability to make decisions

Self-motivated and proven self-starter with the ability to make decisions, to prioritize assignments and to use high quality independent judgment

High professional standards regarding customer engagement and confidentiality

Demonstrated strong and effective facilitation skills

Demonstrates ability to “flex” delivery style to the needs of the audience

Basic Qualifications:

Knowledge of Zoom Contact Center, ServiceNow,  CRM's, SharePoint, Microsoft Office (PowerPoint, Excel, Word, etc.) desired

Prior experience with in-person and remote training strongly desired

Experience with creating and facilitating Call Center training or experience in Call Center Management 

Prior Wawa experience strongly desired

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com.

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.