Job description
What You Will Be Doing
- Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
- Ensures class objectives and learning curve performance metrics are achieved according to pre-defined plan.
- May design and develop training materials and curriculum.
- Recommends additional learning materials as appropriate.
- Conducts evaluations and develops new programs to address individual, departmental or company needs. Researches and develops program content to achieve specific objectives for each program.
- Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum.
- Adapts existing programs to suit various audiences.
- Reviews and updates policy and procedure manuals.
- Assesses employee training needs and provides feedback to management.
- Maintains internal department and external class training records.
- May work with vendors to bring in external training courses.
- Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management.
- Other related duties assigned as needed.
EDUCATION REQUIREMENTS
- Bachelor s degree in education, communications or business or the equivalent combination of education, training, or work experience.
What you Bring
- Knowledge of the company s products, services and business operations
- Project coordination experience preferred
- Advanced presentation, interpersonal, time management, and organizational skills
- Strong training program design experience
- Excellent verbal and written communication skills
- Proficiency in MS Office applications, e.g., Word, Excel and PowerPoint
- Ability to work both independently and in a team environment
Added bonus if you have:
1-year of customer service experience
1-year experience working in a high-volume call center
Excellent customer service skills that build high levels of customer satisfaction
