Contact Center Training Specialist

hace 2 semanas


Panamá, Panamá, Panamá iQor A tiempo completo

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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