Call Center Trainer

GTECH is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery. Lottomatica Italy is one of the world's largest commercial lottery operators and a market leader in the Italian gaming industry. GTECH and Lottomatica Italy together create a fully integrated lottery operator and gaming technology solutions provider a combined company with worldwide scale, considerable financial strength, and industry-leading customer solutions. GTECH and Lottomatica Italy operate under "Lottomatica", which is majority owned by the De Agostini Group, a century-old publishing, media, and financial services company. Lottomatica is publicly traded on the Italian Stock Exchange (LTO) and in FY 2005 had more than € 1.6 billion in revenues and 6,300 employees in over 50 countries.Basic FunctionGTECH’s National Response Center delivers telephone customer service and problem resolution to lottery and non-lottery customers nationwide, 24 hours a day. This position reports to Learning Technology Services (LTS) and is responsible for delivering on-site, classroom-style training to National Response Center (NRC) associates. Under the direction of the Learning Services Training Manager, this individual assists in developing training programs and materials according to department guidelines, call center management input, and systematic training needs analysis. The Call Center Trainer I delivers both classroom and one-on-one training and is responsible for tracking attendance and test results. A flexible working schedule is required to support the NRC’s 24/7 operating model. It is not uncommon for classes to occur during the evening & weekend hours. This position requires outstanding communication and organizational skills and proven performance in training or presentation delivery.Principal Activities and Responsibilities• Master NRC computer applications and all new releases and conduct training classes for both new and existing staff as required. Mastery of NRC procedures and applications will be achieved one functional area at a time.• Support NRC Lottery customers by learning lottery games offered in all client jurisdictions and training students on how games are played. Learn lottery terminal equipment troubleshooting procedures and develop and deliver training programs, hands-on exercises, and testing programs to enable students to learn the material quickly.• Work as a team member under the direction of the Call Center Training Manager (if applicable) or the Call Center Manager to conduct Training Needs Analysis sessions and develop new training programs as needed to support new services offered by the NRC.• Assist NRC Management and NRC Methods & Procedures to collaboratively define remedial training needs and to schedule students (new and existing) for classes.• Track all training and testing data.• Attend training classes as required to enhance expertise relevant to job activities and to achieve certification based on department standards (currently using Langevin Learning Services).• Assist NRC Management and NRC Quality as time permits on projects that have a clear link or benefit to training.• Maintain and update hardware, peripherals and communication devices utilized in training sessions.• Perform additional duties and responsibilities as assigned.Requirements: EDUCATION:Bachelor’s Degree preferred. EXPERIENCE:Two years experience in customer service and 0-2 years experience training in a call center environment. Strong presentation skills required. Strong communications skills and interpersonal skills are essential. Must be available for travel (up to 25%). The selected candidate must be proficient in basic PC applications such as MS Office. Fluency in Spanish and mechanical aptitude (troubleshooting skills) a plus.Our progressive benefits package includes: domestic partner medical and dental benefits, vision, life insurance, tuition reimbursement, employee assistance program, 401(k) plan, and an award winning day care center at our West Greenwich, RI facility.GTECH is an equal opportunity employer. M/F/D/V Applicants seeking positions based in the United States must provide appropriate documentation establishing that they are authorized to work in the United States. Positions that are based outside of the United States may have different immigration requirements; applicants interested in these positions should consult with GTECH's Human Resources Department about the process for obtaining the necessary immigration credentials.



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