· Serve as a departmental trainer for Client Care Organization, delivering courses as per defined schedule. Incumbent is responsible for ensuring that contact center agents are fully prepared to perform their job in accordance with company and departmental policies and procedures.
· Train new hires and up-skilling Customer Service Representatives in all skill sets associated with the position, including PC and telephone usage, peripheral application training, as well as Client Support Services (CSS) departmental policies and procedures and Customer Service Excellence training.
· Schedule training rooms and facilities, ensuring that all necessary equipment is in place prior to training.
· Ensure that training materials are prepared, updated and available on the first day of training.
· Maintain updated records of training curricula and materials in knowledge management tool.
· Administer tests and provide written feedback to the Nesting/Transition Team Lead/Manager.
· Maintain a high personal skill level for each service taught so that the incumbent's judgment is founded on current job knowledge. This includes partnering with Quality team to understand and address performance gaps.
· Partner with Production teams in support of Nesting/Transition Team to ensure transfer of knowledge and appropriate job performance.
· Support train-the-trainer efforts across sites as needed.
· Adhere to established Client Care procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
· Must be flexible to workdays, evenings, weekends, and holidays, adjusting work shifts according to business needs
· Liaise with stakeholders to determine training needs and negotiate training timelines based on priorities, trainers’ availability and resources
· Identify and solve training and learning gaps by partnering with Quality team
· Assess the impact of each training course on trainee performance and client satisfaction
· Provide recommendations for training enhancements, process improvements and contribute to design/re-design or building of training materials, including job aids and eLearning development projects.
· Apply technical or learning theories through various training activities as a form of retention strategy
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
