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Learning Specialist

Confidential

Job Description:

Summary of Primary Job Responsibilities

•Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
•Modifies and presents training programs for representatives/agents.
•Tracks and analyzes training programs by examining agent performance.
•Recommends changes to training programs.
•Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.
•Participates in identifying program needs, obtaining technical data and scheduling programs.
•Maintains training records.

Education

Four-year college degree or equivalent directly related work experience.

Experience Target

•At least 2 years of customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment.
•Solid understanding of training processes and practices for adults.
•Excellent product knowledge for a specific vertical market.

Knowledge/Skills/Abilities

•Excellent listening and oral/written communication skills.
•Strong facilitation, problem-solving, research and decision-making skills.
•Solid understanding and use of computer basics (Internet, e-mail, MS Office).
•Organizational and time management skills.

Company Description:

A large and successful BPO organization.

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