Customer Service Training Development Manager

hace 6 días


Panamá, Panamá, Panamá iQor A tiempo completo

Job Summary

We are seeking a skilled Customer Service Training Development Manager to join our team at iQor. In this role, you will be responsible for creating and implementing training programs that meet the evolving needs of our call center operations.

Key Responsibilities

  • Collaborate with department leaders to identify training needs for new hires and existing employees, ensuring seamless onboarding and upskilling processes.
  • Partner with management to ensure consistent customer experience through timely updates on policies and procedures.
  • Develop and deliver engaging training classes, incorporating various learning techniques such as role-playing exercises, simulations, and group discussions.
  • Work closely with internal Quality Assurance teams to conduct training needs assessments, identify gaps, and drive improvements to training curriculum and delivery.
  • Create and maintain training materials that foster product knowledge, process awareness, system expertise, and call handling skills.
  • Identify and implement best practices from across the organization, driving continuous improvement in our training programs.
  • Maintain confidentiality and adhere to company policies and procedures, including security, health, safety, and quality standards.
  • Perform other duties as assigned by management.

Requirements

  • 1+ year of training experience in a call center environment.
  • High school diploma, G.E.D., or equivalent required.
  • Occasional lifting up to 10 lbs., visual acuity, and ability to sit for extended periods.

Estimated Salary: $65,000 - $80,000 per annum

About iQor

iQor is a leading business services company providing outsourced solutions to major brands worldwide. Our commitment to excellence drives us to create innovative training programs that empower our employees to deliver exceptional customer experiences.



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