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.
Four-year college degree or equivalent directly related work experience.
•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.
•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.
A large and successful BPO organization.