Posted Date : 18th Oct, 2024
Job Category :
United States
Posted 1 month ago
Job title: Trainer – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of training experience
Role and Responsibilities:
- Own content development and delivery, performance dashboard and reports, and other activities related to new hire, ongoing, remedial, and just-in-time training.
- Review, update, and continuously improve New Hire Training curriculum, evaluation tools, activities and documentation
- Analyze performance needs/trends and gaps, design, develop, and deliver instructional training – refresher training/Just in Time(JIT) training.
- Rolling out biweekly knowledge measure tests(KMTs) for the account, analyze trends and take necessary action
- Effectively interact with team members keeping in mind that different people have varied backgrounds and temperaments
- Perform QA monitoring and coaching/feedback sessions as per the business requirement when training role is not active
- Work on special projects and other duties/responsibilities as business requires.
- Demonstrate teamwork by supporting and assisting others on the team as necessary
- The trainer will report any HR or operational issues regarding an agent to their manager.
- The trainer will maintain a professional and positive environment at all times.
Knowledge, Skills, and Abilities
- Familiar with contact center tools, systems, and methodologies.
- Strong MS Office skills, including Word, Excel, and PowerPoint.
- Adaptable to multi-task, swift program changes, developing the skills in proactive critical thinking, and problemsolving.
- Ability to provide and receive coaching and feedback.
- Have excellent planning, organizing, and problem-solving skills.
- Ability to encourage, motivate and provide recognition.
- Flexibility to work varying shifts and responding to unanticipated events.
- Excellent presentation skills – ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner in one-on-one and group situations to internal and/or external clients.
- Video game knowledge is preferred.
| Job Level | 1-2 Years |