Contact Center Training Specialist
hace 4 semanas
Job Summary:
As a key member of the iQor team, the Contact Center Trainer is responsible for developing and delivering training programs that enhance the skills of customer service representatives. This role requires a strong understanding of adult learning principles and the ability to design engaging training materials that meet the needs of diverse learners.
Responsibilities:
- Partner with department leaders to identify training needs and develop training plans that align with business objectives.
- Design and deliver training programs that focus on product knowledge, process awareness, and system expertise.
- Conduct new hire classes and recurrent training sessions to ensure that employees have the skills and knowledge needed to provide exceptional customer service.
- Modify teaching style to accommodate different learning techniques and preferences.
- Collaborate with internal Quality Assurance teams to identify training gaps and drive improvements to training curriculum and delivery.
- Stay up-to-date with industry best practices and implement new ideas and processes to enhance training programs.
- Maintain discretion and confidentiality in all areas pertaining to systems, data, and proprietary information.
- Perform other duties as assigned.
Requirements:
- 1+ years of training experience in a call center environment.
- High school diploma, G.E.D., or equivalent required.
Physical Requirements:
Occasional exertion of up to 10 lbs. of force to push, pull, lift, or move objects. Visual acuity to perform activities such as preparing and analyzing data, and/or viewing a computer terminal. Ability to speak, type, and/or sit for extended periods of time.
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