DCM

Call Center Trainer

Manhattan, NY

DCM is the premier Teleservices company dedicated exclusively to supporting the sales and fundraising efforts of not-for-profit organizations throughout the country. Since our inception, we've grown from catering to a handful of local clients to sustaining the growth of major cultural institutions across the United States. DCM has become "big" primarily by staying "small." Now as before, we focus on meeting the highly specific needs of each client. DCM conducts business much like a boutique operation, providing a hands-on model of service, even though our client list has grown significantly over the years. As a result, we continue to meet and exceed the fundraising and marketing goals of many arts organizations as well as other not-for-profit institutions.

Call Center Trainer | Manhattan, NY

The Call Center Trainer will provide training for the newest members of our sales team and work with veteran members of our team to improve ongoing performance. Through education, observation, coaching and motivation, the Instructor will ensure achievement of individual, team and department goals. The Instructor will facilitate learning through a variety of delivery methods to develop participants’ skill sets. Training settings will include classroom instruction, one-on-one coaching, and conference calls with the client. This position will report directly to the NPACC Director. This role is responsible for the following: 

  • Facilitate classroom style training on products, sales techniques, enhancements, etc.
  • Develop and maintain training materials
  • Facilitate role play sessions
  • Use a variety of instructional methods to ensure maximum delivery effectiveness
  • Manage testing and performance for all sales new hires while in training
  • Monitor trainees’ knowledge before and after training to help determine follow-up training required
  • Provide mentorship, continuing education and ongoing training for existing sales representatives
  • Work closely with management in the sales rep evaluation process to identify skills and areas needing improvement
  • Work one-on-one with sales reps to reinforce skills taught during training sessions
  • Utilize established curriculum and assist in developing new educational materials
  • Perform other related duties as assigned by the NPACC Director

Experience and Background 

  • Relevant work experience
  • Proven track record of employee development
  • Working knowledge of fine arts, including symphonic repertoire, opera, ballet and visual arts
  • Requires a high degree of leadership, creative thinking and dedication to people
  • Possess a fun-natured, enthusiastic, and motivational personality
DCM

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