Call Center Training Specialist

hace 3 días


Panamá, Panamá, Panamá iQor A tiempo completo
About This Role

We are seeking a highly skilled Call Center Training Specialist to join our team at iQor. As a key member of our training department, you will be responsible for developing and delivering high-quality training programs to ensure our customer service representatives have the skills and knowledge needed to provide exceptional customer experiences.

Job Description

Main Responsibilities:

  • Collaborate with department leaders to identify training needs and develop customized training programs for new hires and existing employees.
  • Work closely with management to ensure all personnel are up-to-date on company policies and procedures.
  • Design and deliver engaging training sessions, including new hire classes, recurrent training, and seminars.
  • Conduct training needs assessments, identify gaps, and drive improvements to our training curriculum and delivery.
  • Create, implement, and maintain training materials to support product knowledge, process awareness, system expertise, and call handling skills.
  • Stay current with industry best practices and implement new ideas and processes that enhance our training programs.
  • Maintain confidentiality and discretion when handling sensitive information related to systems, data, and proprietary information.
  • Perform other duties as assigned by management.
Requirements

To succeed in this role, you will need:

  • A minimum of 1 year of experience in call center training or a related field.
  • A high school diploma, GED, trade/vocational school certificate, or equivalent.
  • The ability to occasionally lift up to 10 pounds, sit for extended periods, and perform tasks requiring visual acuity and attention to detail.
Estimated Salary

$55,000 - $65,000 per annum, based on location and experience.

iQor is an equal opportunities employer.



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