What You'll Do:
• Assess the training needs of agents; develop and deliver training materials
• Support development of training plans and curriculum
• Interact and report to clients on training environment, successes, and opportunities for development
• Conduct training classes and utilizes a variety of teaching techniques
• Train on sales and customer service techniques
• Develop and manage team of new Trainers and Training Facilitators
• Develop and administer knowledge assessment testing
• Recommend and develop recursive training when necessary
• Interact with all areas of the business on products and services to ensure training information is accurate at all times
• Provide training to existing employees on new accounts
• Assist with QA monitoring, feedback, and coaching
• Provide reporting on effectiveness, progress, and improvements
• Performs other duties as required
• Some travel required
What You Have
• BS/BA in Education or Business Administration or equivalent work experience required
• Must have knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 3+ years previous contact center experience preferred
• Quality Assurance (QA) experince is mandatory
• Experience in customer service training
• Knowledgeable about existing and emerging training methods/tools
• Knowledge of call center systems, ACD/IVR, performance statistics
• Coaching and mentoring experience
• Comfort with client facing interaction
• Strong verbal and written communication skills
• Strong presentation skills; strong analytical and problem solving skills
• Strong PC skills in Word, Excel, PowerPoint, etc.
• Ablity to work in a fast paced environment and multi-task effectively
• Ablity to build rapport and listen attentively to the needs of customers
• Ability to develop employees through positive motivation and training
• You are technically savvy and have proficient knowledge in MS Office programs, Internet browsing, etc.
• Ability to adapt to change and innovation
Interested candidates may send their resumes to firstname.lastname@example.org And please indicate the position that you are applying for in the subject field. Or just click APPLY NOW.
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