Help Desk Trainer-Carrollton, TX

City/State Carrollton, TX

Location United States/Carrollton, TX

Department Service - Call Centre/Customer Service

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=8885)

COMPANY OVERVIEW

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals, enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

ROLE PURPOSE

This individual will design, deliver and support the training needs of the Glory Global Solutions organization. The incumbent will support all training tasks related to the Help Desk/Dispatch departments, the knowledge base, and the learning management system.

MAIN RESPONSIBILITIES

Include the following to perform this job successfully. The Call Center Trainer may be expected to perform the duties listed.

• Facilitate Training classes focused on Dispatch and Help Desk for Glory Global Solutions.

• Monitor Call Center performance to identify areas of coaching opportunity.

• Design training materials for use by the Glory Dispatch, Help Desk, and partner support teams.

• Create and maintain materials for the LMS and Knowledge Base.

• Communicate with both internal and external customers and leadership.

• Create and Maintain training records for classes.

• Proficiency in Office Products, specifically in Excel, Outlook.

• Manage schedules for the training classes.

• Make suggestions on improving work procedures.

• Work with the Helpdesk/Dispatch leadership team on targeted initiatives to improve performance.

• Facilitate Training across various schedules.

• Other duties and responsibilities as assigned.

  REQUIRED EDUCATION AND QUALIFICATIONS

• High School Diploma or General Education Degree (GED) and one to three years’ experience in training role.

• Experience with technical customer service organizations preferred.

• One year of class facilitation, preferably in a service and/or technical environment.

• LMS experience.

• Design of Computer Based Training

• Fundamental knowledge of call center operations

REQUIRED SKILLS AND COMPETENCIES

• LMS experience required

• Experience Writing and Editing technical documentation

• Technical and customer service training experience

• Proven ability to be responsive and proactive

• Advanced organizational skills with the ability to handle multiple assignments

• Strong communication skills

• Typing and 10 Key skills proficiency

• Scheduling experience is a plus.

• Proficiency in Oracle JDE 9.2 and/or OFSC is desired.

GLORY SPIRITS

The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:

Value Creation- strive to create value for customers

Self-Starter- understand the objectives of your own work and are proactive in achieving goals

Collaboration- respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity- understand Glory’s mission and act with responsibility and pride to realize achievement and

act and behave with high integrity and a strong sense of ethics

Own Growth- leverage our own talent and achieve personal development by adopting a broader perspective, looking beyond our own work.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

Third Party Agencies

Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

Physical Demands and Work Environment Statement

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Light work- exerting up to 40 pounds of force occasionally and/or a negligible amount of force constantly to move around computers, projectors, training supplies and materials.

Occasionally climbing stairs but it will not exceed the normal

Balancing for equilibrium

Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Crouching: Bending the body downward and forward by bending leg and spine.

Reaching: Extending hand(s) and arm(s) in any direction.

Standing: Particularly for sustained periods of time.

Pay Range:$24.50 - $33.50, Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

Glory is proud to share that our benefit package ranks in the top 25% across the country!

Benefits:

• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution

• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield

• MDLive – 24/7 Virtual Doctor plus a Nurse Line

• Dental insurance

• Vision insurance

• FSA / Dependent Care

• Voluntary Life Insurance

• Basic Life insurance and AD&D – Company paid

• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid

• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service

• Paid Sick days based on City/State requirements

• Paid Holidays – 9 to 11 days based on start date

• Professional development assistance

• Education assistance

• Adoption Assistance

• Legal and ID Theft plans

• Annual Bonus opportunity

• Opportunities for internal promotions/career advancement

• Company Vehicle/Insurance – this benefits only applies to certain positions

• Email resumes to HR15@US.Glory-Global.com

  An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

  It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

  EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf