Contact Center Training Professional
hace 2 semanas
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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