Call Center Trainer

Title: Survey Operations Trainer

Location: Martinsville, VA

The trainer will have overall responsibility for training newly hired interviewers on the usage of the VOXCO CATI platform for outbound dialing, accurately capturing respondent data, overcoming respondent objections, reading the script verbatim and accurately coding call dispositions.  The ideal candidate must be organized and able to create multiple timelines and schedules and must be able to multitask, prioritize and manage time efficiently. 

Key Responsibilities:

• Deliver training in a classroom setting

• Deliver training via Microsoft Teams in a virtual setting

• Provide Interviewer 101 training and coaching

• Administer evaluations to determine interviewers’ achievement of learning objectives

• Deliver training content in a dynamic and engaging manner

• Facilitate participation and engagement of interviewers in classroom and/or virtual training

• Provide support to trainees to help them meet quality standards

• Make updates on training materials

• Prepare and deliver ad hoc and other trainings/training materials to accommodate changes to systems, policies, and procedures

• Collaborate with management team to identify training needs and schedule appropriate training sessions for employees

• Provide support and mentoring for new employees while conducting an evaluation and identifying sections where improvements are needed

• Ensure interviewers comply with ICF and ISO quality standards

Basic Qualifications

• Minimum of two (2) years previous experience as a trainer corporate training or related position

• Experience with technologies and best practices for instructional manuals and teaching platforms.

• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)

• High School Diploma

Preferred Qualification

• Strong interpersonal skills and communication with all levels of employees.

• Certification from talent and training associations a plus.

• Associates Degree

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Martinsville, VA (VA23)