Contact Center Training Specialist

hace 4 semanas


Panamá, Panamá, Panamá iQor A tiempo completo

Job Summary:

As a key member of the iQor team, the Contact Center Trainer will be responsible for designing, developing, and delivering training programs that enhance the skills and knowledge of customer service representatives. This role requires a strong understanding of adult learning principles, effective communication skills, and the ability to adapt to changing business needs.

Key Responsibilities:

  • Collaborate with department leaders to identify training needs and develop targeted programs to address them.
  • Develop and deliver training content, including presentations, handouts, and online modules, to ensure a consistent customer experience.
  • Conduct new hire classes, recurrent training sessions, and meetings to keep employees up-to-date on policies, procedures, and best practices.
  • Work with internal Quality Assurance teams to conduct training needs assessments, identify gaps, and drive improvements to training curriculum and delivery.
  • Design and implement training materials, including role-playing exercises, simulations, team exercises, group discussions, videos, and lectures, to accommodate different learning styles.
  • Stay current with industry trends and best practices, and share knowledge with other iQor facilities to ensure a cohesive approach to training and development.
  • Ensure 100% adherence to company policies and procedures, including security, health, safety, and quality standards.
  • Maintain discretion and confidentiality in all areas related to systems, data, and proprietary information.
  • Perform other duties as assigned by management.

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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