Trainer - Customer Service

Job title: Trainer - Customer Service

Location: Temple, TX

Education: High School Diploma

Experience: 2+ years of training experience

Role and Responsibilities

• Own content development and delivery, performance dashboard and reports, and other activities related to new hire, ongoing, remedial, and just-in-time training.
• Review, update, and continuously improve New Hire Training curriculum, evaluation tools, activities and documentation
• Analyze performance needs/trends and gaps, design, develop, and deliver instructional training - refresher training/Just in Time(JIT) training.
• Rolling out biweekly knowledge measure tests(KMTs) for the account, analyze trends and take necessary action
• Effectively interact with team members keeping in mind that different people have varied backgrounds and temperaments
• Perform QA monitoring and coaching/feedback sessions as per the business requirement when training role is not active
• Work on special projects and other duties/responsibilities as business requires.
• Demonstrate teamwork by supporting and assisting others on the team as necessary
• The trainer will report any HR or operational issues regarding an agent to their manager.
• The trainer will maintain a professional and positive environment at all times.
  
  

Knowledge, Skills, And Abilities

• Familiar with contact center tools, systems, and methodologies.
• Strong MS Office skills, including Word, Excel, and PowerPoint.
• Adaptable to multi-task, swift program changes, developing the skills in proactive critical thinking, and problemsolving.
• Ability to provide and receive coaching and feedback.
• Have excellent planning, organizing, and problem-solving skills.
• Ability to encourage, motivate and provide recognition.
• Flexibility to work varying shifts and responding to unanticipated events.
• Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner in one-on-one and group situations to internal and/or external clients.
• Video game knowledge is preferred.
  
  

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Name(Required)

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Do you have a high school diploma?(Required)

YesNo

Do you have call center training experience?(Required)

YesNo

How many years of training experience do you have?(Required)

12-24 Months24+ Months

Do you live 25 miles or less from Temple, TX ?(Required)

YesNo

Will you need to schedule any time off within the next 90 days?(Required)

YesNo

Are you willing to submit to a required background check?(Required)

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Job Level1-2 Years

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