Key Role
Coaching and training both new recruits and experienced agents, help the call center meet its most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing agent attrition
Roles and Responsibilities
Evaluate needs of company and plan training programs designed to fill these gaps
Train new hires and existing staff on account specific modules and requirements , when applicable
Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted
Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience
Provide support to new agents during the nesting period by scheduling coaching sessions.
Develop, implement, and monitor training programs to drive sales performance and ensure effectiveness
Create a comprehensive testing and evaluation process that produces well prepared and knowledgeable agents
Conduct continuing education training on core sales process, ancillary products, and provider specific requirements
Provide logistical support, course development, delivery, evaluation, and process measurements of training workshops
Assist with the development of strategic training plans
Identify and assess future and current training needs based on business objectives and agent performance
Draw an overall or individualized training and development plan that addresses needs and expectations
Deploy a wide variety of training methods to promote trainee engagement, interaction, and success
Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
Skills and Qualifications
Bachelor’s Degree- HR / IT/Business
Minimum 5 years of work experience in a Call Center training & quality environment
Project management experience is desirable
Quality Assurance experience must have or Customer service Management
Experience in supporting, supervising and motivating professional staff
Successful track record in designing and executing successful training programs
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
Ability to interact with employees at all levels and work with a diverse group of people
Understands call center key metrics and possess strong analytical skills
Strong training and motivational skill-set
Customer Service, Emphasizing Excellence
Passionate about learning and excited about the prospect of leading by example.
