Contact Center Training Specialist
hace 3 semanas
Job Summary:
As a key member of the iQor team, the Contact Center Trainer will be 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 create engaging training materials.
Responsibilities:
- Partner with department leaders to identify training needs and develop training plans that meet the needs of new hires and existing employees.
- Collaborate with the management team to ensure that all personnel are aware of changing policies and procedures.
- Design and deliver new hire classes, including the preparation of training materials and facilities.
- Conduct recurrent training classes, meetings, and seminars to ensure that employees are up-to-date on policy, procedure, and protocol changes.
- Modify teaching style to accommodate different learning techniques and preferences.
- Work with the Quality Assurance team to identify training gaps and drive improvements to the training curriculum and delivery.
- Create, implement, and maintain training materials that promote product knowledge, process awareness, system expertise, and call handling skills.
- Identify and implement best practices from other iQor facilities.
- Ensure adherence to all company policies and procedures.
- Maintain discretion and confidentiality in all areas.
- Interpret a variety of instructions and understand the business and call center operations strategic direction.
Requirements:
- 1 or more years of training experience in a call center environment.
- High school diploma, G.E.D., Trade/Vocational School certificate 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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