- 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.
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