Limited-Service Trainer for High Volume Call Center
Are you looking for a leadership position? Do you have call center experience? Do you want to help employees reach their full potential? If so, KGCCO is looking for you to be a trainer in our Tampa call center!
Kenific Group Call Center Operations (KGCCO) is a government contracting company and we operate a high-volume call center in Tampa, FL. We are looking for a motivated and enthusiastic trainer to assist our new hire customer service representatives (CSRs) and we have several positions available now!
Responsibilities:
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Facilitate training to ensure consistent and complete understanding of the program while adapting instruction of material to meet the diverse needs of the adult learner.
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Planning, coordinating, and conducting training for new personnel. Activities may include but are not limited to, securing training space, classroom step-up, securing training resources, and collection and entry of training data.
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Monitor progress of trainees during training and coaching for improvement.
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Identify performance gaps, causes of performance gaps, and provide solutions to the Training Delivery team.
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Provide coaching about job performance and quality assurance to employees after training.
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Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance.
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Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.
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Ensure that all training documentation and data are completed, and that materials are delivered according to the guidelines.
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Complete CSR observations to observe trends to make recommendations for changes in scripting and training.
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Complete peer audits to share best practices and aid in improving peers' facilitation and knowledge skills.
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Attend weekly conference calls, workgroups, and meetings.
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Travel may be required.
Position Requirements:
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Bachelor's degree or appropriate combination of education and a minimum of 1 year training experience preferred.
- 6 months of supervisory or leadership experience is preferred.
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Minimum of 2 years of customer service, leadership, and team interaction skills are preferred.
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Previous call center experience as a CSR is highly desired.
- Problem solving, and organizational skills.
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High degree of flexibility and ability to effectively prioritize and complete several tasks.
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Ability to work independently.
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Ability to work effectively in a team environment.
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Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
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Excellent presentation and public speaking skills.
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High attention to detail.
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Minimum 1 year experience with delivery of classroom training or other formal presentations where that is the major job responsibility preferred.
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PC Proficiency, especially focused on Outlook and Microsoft Word, Excel, and PowerPoint.
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Professional demeanor and attitude.
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Bilingual (Spanish) skills are highly desired.
Location:
- Position is onsite at our Tampa Net Park call center. 5701 East Hillsborough Avenue, Suite 1300, Tampa FL, 33601.
Schedule:
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Our call center is open from 8:00AM to 10:00PM, Monday through Friday, with extended operating hours during peak season, and your shift will be assigned for a portion of that daily schedule, based on operational and training needs.
- Training for this position will begin on Tuesday, September 8, 2026, and will run for approximately 4 weeks during the hours of 8:00AM to 4:30PM.
Background:
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U.S. citizenship is required.
- You must be able to pass a standard background check, including criminal and education checks.
We are proud to offer our employees a quality compensation and benefits package.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Talent Acquisition team at [email protected] or by phone (571) 363-4020.
This company uses E-Verify to confirm each employee's work authorization. For more information, click hereE-Verify Participation Poster.
