Contact Center Training Professional

hace 2 semanas


Panamá, Panamá, Panamá iQor A tiempo completo

Job Title: Contact Center Trainer

Job Description:

We are seeking a skilled Contact Center Trainer to join our team at iQor.

Key Responsibilities:

  • Collaborate with department leaders to identify training needs for new hires and existing employees.
  • Partner with management to ensure a consistent customer experience by keeping personnel updated on policies and procedures.
  • Conduct new hire classes, preparing all necessary materials and facilities.
  • Deliver recurrent training classes, meetings, and seminars during policy updates.
  • Modify teaching style to accommodate diverse learning techniques.
  • Work with internal Quality Assurance teams to assess training needs, identify gaps, and drive curriculum improvements.
  • Create and maintain training materials for product knowledge, process awareness, system expertise, and call handling skills.
  • Implement best practices and processes.
  • Share knowledge with other facilities to ensure best practices are shared across the organization.
  • Maintain adherence to company policies and procedures.
  • Ensure discretion and confidentiality in all areas.
  • Interpret instructions in various forms.
  • Understand and embrace the business and call center operations strategic direction.

Requirements:

  • At least 1 year of training experience in a call center.
  • High school diploma, G.E.D., or equivalent required.


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