Spend your days surrounded by a nurturing group of individuals who value teamwork, finding solutions to challenging problems and having fun.
Dubuque Trainer
Dubuque, Iowa
Job Description:
Facilitate new hire and on-going training to call center agents for one or more client programs while ensuring all agents are trained with the skill sets and knowledge bases for production. Responsible for ensuring resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction.
Job Duties
Facilitate new hire training using curriculum provided by the client
Ensure all course material is prepared and available to students
Create and maintain a learning environment conducive for all participants
Deliver ongoing training classes to existing call center agents for new products, services, customer service skills, program changes, and market launches
Participate in train the trainer sessions
Assist in program development and participate in pilot sessions, where applicable
Facilitate "nesting" component to the new hires during final week of training
Assists the quality department in any gaps of quality assurance and 360-degree feedback
Adjust the training material to improve performance results
Evaluates agent call performance and asks agent to provide feedback on his/her call experience
Modify and develop course content and delivery methods as required
Participates in the review, evaluation and development of training delivery tools and systems
Other duties as assigned
Key Competencies
Strong presentation skills, including the ability to present information in a clear and concise manner.
Ability to read and comprehend technical instructions, policies, and/or procedures
Excellent computer skills, including Word, Excel, and PowerPoint
Ability to react and adjust quickly in short time frames
Ability to build rapport with others at all levels of the organization
Strong verbal communication skills
Strong time management and organizational skills
Ability to motivate and engage class participants
Near Perfect Attendance
Education and Experience:
High school diploma or equivalent
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Some experience in a call center or customer service environment
Excellent data entry and typing skills
Knowledge of administration and clerical processes