Basic Function
This is a full-time position, remote work from home, start at $20.00/hour
Call Center Open from 7am EST - 7pm EST
8 hours a day with possible Saturdays on Call
CallSource is searching for a dedicated vBDC Instructor to serve internal remote call agents. CallSource is a high-volume remote automotive call center that is seeking an experienced Service vBDC Instructor to to virtually train oncoming call center agents and continuously train and develop current agents.
Functions of the role of vBDC Instructor include but are not limited to training, developing, planning and coordination, communication, administration, business analytics, accountability, and internal relationship management. The vBDC Instructor develops, produces, and distributes training materials to support our company and dealerships' standard of practice. As the vBDC Instructor, you will continually review, maintain, improve, and update the existing curriculum to reflect and cover the latest procedures per dealership. The vBDC Instructor develops new e-learning modules to support agents in keeping with our standard of practice and to keep training content and delivery methods current.
Responsibilities
The following duties and responsibilities represent the essential functions of the job.
Training all incoming new remote call center agents up to standard practices
- Training and developing current remote call center agents
- Develop and implement a strong training program for remote call center agents
- Develop new e-learning modules to support company and dealer practices and implement them to all remote call center agents
- Monitor all KPI's required of all new trainees
- Be the reliable point of contact for each oncoming remote call center agents through the training process
- Train and develop remote call center agents to become self-sufficient with knowledge of all dealer practices and internal procedures
- Monitor and develop remote call center agents to reach company and dealer goals
- Attend Management meetings and provide update and suggestions of trainees and training process
- Must be able to collaborate with upper management in seeking the best development practices of remote call center agents
- Provide recommendations to upper management on the progress and evaluation of agents
Skills
- Excellent communicator, both verbal and written
- Professional forum with internal staff and management
- Highly organized, analytical, and detail-oriented with a methodical approach to remote call center agents
- Communicate with internal teams and across departments to achieve company goals
- Demonstrate ability to research and analyze problems and develop solutions
- Flexible and able to adjust priorities as the situation demands
- Ability to acknowledge potential issues and escalate to appropriate personnel
- Ability to work effectively and efficiently under tight deadlines, high volumes and multiple interruptions
- Time management and Accountability
- Computer skills and knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), Google Products (Docs, Sheets)
- Knowledge of content and e-learning programs/ solutions
Ideal Work Space
● Must have a hardwired, stable internet connection
● Quiet, noise-free home office space, free of distractions
● Computer Specs
- 1.4 GHz or higher Intel Core 2 Duo processor or compatible
- 2 GB of RAM recommended minimum
- Google Chrome Installed
- Camera
Education/Training
▪ High School Diploma or GED equivalent
Experience & Requirements
- 5 years of Call Center experience
- 5 years auto dealership experience
- 5 years management experience
- Prior use of Xtime, MyKaarma and other scheduling tools preferred
- Demonstrated ability to work successfully in a team setting
- Prior management/ leader skills required
- Prior remote experience required
- Automotive Knowledge a plus
Physical Requirements
Sitting, vision, close-up work, extensive computer work, speaking on the phone
Job Type: Full-time
Pay: From $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Weekends as needed
Work setting:
Experience:
- Call Center: 5 years (Required)
- Auto dealership: 5 years (Required)
- Management: 5 years (Required)
Work Location: Remote