Training Development Specialist

hace 1 día


Panamá, Panamá, Panamá iQor A tiempo completo
Job Description

We are seeking a highly skilled Contact Center Trainer to join our team at iQor. This is an exciting opportunity to develop and deliver training programs that enhance the skills of our contact center agents.

Responsibilities:
  • Collaborate with department leaders to identify training needs for new hires and existing employees, ensuring a seamless onboarding experience.
  • Work closely with the management team to maintain up-to-date knowledge of company policies and procedures, ensuring consistency in customer interactions.
  • Design and deliver engaging new hire classes, including preparation of all necessary materials and facilities.
  • Develop and implement recurrent training classes, meetings, and seminars to address policy, procedure, and protocol updates.
  • Employ various teaching methods to accommodate diverse learning styles, including role-playing exercises, simulations, team discussions, videos, and lectures.
  • Partner with internal Quality Assurance teams to conduct training needs assessments, identify gaps, and drive improvements to our training curriculum and delivery.
  • Create, implement, and maintain comprehensive training materials to enhance product knowledge, process awareness, system expertise, and call handling skills.
  • Stay abreast of industry best practices and implement innovative approaches to training and development.
  • Share knowledge and best practices with other iQor facilities to foster a culture of excellence across the organization.
  • Maintain strict adherence to all company policies and procedures, ensuring confidentiality and discretion when handling sensitive information.
Requirements:
  • A minimum of 1 year of experience in call center training or a related field.
  • High school diploma, G.E.D., or equivalent required; a degree in a related field preferred.
  • Ability to lift up to 10 pounds, sit for extended periods, and perform tasks requiring visual acuity and attention to detail.
Salary and Benefits:

The estimated salary range for this position is between $55,000 and $75,000 annually, depending on location and experience. We offer a competitive benefits package, including medical, dental, and vision insurance, as well as opportunities for professional growth and development.



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