Trainer-Call Center

Westborough, MA | Full Time

Post Date: 10/10/2017 Job ID: AL006 Industry: Customer Service Pay Rate: $18 to $21/hour

Primary Responsibilities:

  • Work with managers and supervisors to develop and organize training manuals, multimedia visual aids, and other educational materials.
  • Coordinate and oversee the efforts of the training team to design, develop and deliver training.
  • Work with managers and supervisors to develop testing and evaluation procedures.
  • Liaise with management and conduct surveys to identify training needs.
  • Conduct training team meetings.
  • Deliver training to new and existing employees.
  • Conduct assessment and provide training performance feedback to new and existing employees.
  • Work closely with the Customer Service Administration Supervisor and the Call Center Supervisor to analyze training needs to develop new training programs or modify and improve existing programs.
  • Assist CSRs with program and contact standard related questions.

Secondary Responsibilities:

  • Work with Customer Service Manager and others to oversee a staff of 15 to 30 on weekends and afterhours as restored and required.
  • Help to create departmental policies and procedures.
  • Assist with administrative duties and special projects for multiple departments.
  • Work closely with other departments to resolve customer and training issues.
  • Handle escalated calls and inquiries from customer service representatives and customers.

Knowledge & Skills:

  • 1-2 years successful training development experience
  • Solid understanding of the techniques of coaching, mentoring and performance evaluation.
  • Ability to work alternating 8 AM to 5 PM Saturday shifts.
  • Ability to conduct training sessions at 7am M-F and between 8am and 5pm on Saturday.
  • Familiarity with and responsible for opening and closing procedures when required.
  • Ability to be effective in an evolving contact center environment.
  • Proven experience with call center technologies/ practices and methodologies
  • Excellent organizational and proven verbal and written communication skills.
  • High level of proficiency with Adobe PDF, MS Office (Excel, Word, Access, PowerPoint and Publisher) for the purpose of training document development and publication.

 


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