• Identify and deliver on the agent training needs through constant immersion in the contact center • Develop and deliver energetic and engaging training, meetings, and huddles • Tackle mastery of knowledge of ever-changing offers, products, and services, as well as a unique and complex call center system, ticketing, and order entry systems and processes • Have a thorough understanding and knowledge of call center environments and culture and be able to “talk the talk” by not just teaching, but by being able to demonstrate on a live call what good customer service sounds like • Handle in-bound sales support calls along with agents from various retail locations, listening to, understanding, and providing need-based sales solutions for store associates and their customers. • Track customer inquiries and resolutions, logging calls with various dialer and ticketing software platforms • Handle inbound call volume along with agents, demonstrating proper soft skills to ensure a high level of customer support and customer satisfaction • Responsible for the day-to-day management of the agent-facing learning library of materials, identifying gaps in the library and moving quickly to update • Provide up-to-the-minute communication of changes in offers and updates in processes to stakeholders, i.e., training team, agents, team leaders, and supervisors • Through immersive experience, trainers will provide on-site training and agent education, including, but not limited to, group training, side-by-side instruction and coaching for agents, team leaders, and supervisors • Work in close contact with the Lead Trainer to ensure timely and appropriate training material development and roll-out • Being immersed in the environment and working side-by-side with agents to intimately know, understand, and train to varying situations to all stakeholders • Become a subject matter expert and proactively own opportunities for improvement and training. • Keep current on processes, systems, and issues to troubleshoot and problem-solve • Continuously educating agents on AT&T-related product and service training in a dynamic, energetic, personable, engaging fashion • Player/trainer who will take inbound calls, create tickets alongside agents after extensive research to resolve customer issues • Help build, update, and maintain sales & training presentations (PowerPoint, videos, etc.), job aids, and reference materials for learning optimization across all assigned platforms and audiences – with primary focus on AT&T products and services • Ability to gain insight and formulate patterns to bring a unified training message throughout our programs