Vacancy expired!
What You Will Do
- The Trainer maximizes call center agent’s effectiveness by ensuring agents have thorough knowledge of the processes and provide positive customer experience
- The Trainer is responsible for the initial orientation and continual training of agents typically in a classroom environment
- The desired candidate will be responsible for delivering training modules and providing classroom training
- The Trainer will also work with Leadership to ensure they understand the training environment, have up to date reporting on training progress and will identify current and ongoing training needs
- Manage and evaluate training activities and progress to ensure course objectives are met
- Work with subject matter experts and Call Center Leadership team to develop and implement training for call center agents, according to defined methodology, policy and procedures
- 3+ years of training experience (call center, directory assistance, classroom computer-based, technical or help-desk preferred)
- 3+ years of call center experience
- Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner in a classroom environment
- Experience in arriving at, scheduling & creating Modules based on Flash Coaching requirements
- Excellent conflict resolving skills, Interpersonal skills, and ability to effectively communicate & work with other Program verticals on Process Improvement Initiatives.
- Experience with managing a dynamic and diverse classroom environment
- Ability to work independently in a dynamic, fast-paced atmosphere
- Education: Bachelor’s degree in related field
- Prolonged periods of remaining stationary at a desk and working on a computer
- Must be able to lift to 15 lbs., as needed
- Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
- Occasionally required to bend, kneel, crouch, and reach overhead.
- Hand-eye coordination necessary to operate computers and various pieces of office equipment.
- Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.
Vacancy expired!