Are you passionate about empowering teams to deliver exceptional customer service? We’re looking for a dynamic individual to develop educational materials, lead training sessions, and drive performance improvement in our call centers.
Job Description:
- Developing call centers’ education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding customer service techniques and appropriate agent conduct.
- Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
- Training experienced employees on new or updated call center procedures to improve their performance.
- Observing the daily operations of call center employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
Qualifications:
- 1 year minimum as Trainer
- Must Have skills and knowledge in:
- Must be sharp, professional, independent, and self-motivated
- Strong teaching abilities and mentoring skills.
- Smart, fast learner, and proactive, (i.e., a thinker, not just a doer)
- Excellent communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and environment.
- Word, Excel, Power Point efficient