Customer Care Trainer

The Customer Service Trainer (CS Trainer) will work closely with the assigned Learning Specialist or Learning supervisor and assist with virtual training and quality performance for verticals across the organization. The CS Trainer is primarily responsible for New Hire Training and any additional cross-training, product or refresher training as determined by business needs. The CS Trainer is responsible for the virtual delivery of training curriculum for new hires. The CS Trainer ensures the skills of each new associate are assessed in the before, during, and after training class so that the trainee has the knowledge and skills to meet or exceed performance standards. The Customer Service Learning Specialist1 is responsible and held accountable for training results. Performance will be measured based on Enterprise-wide metrics for both existing and new hire associates including Trainer CSAT, Level 1 and Level 3 survey results. The chosen candidate will support the Sr. Learning specialist, Learning Supervisor(s), Learning Design Manager, and Program Director in implementing all department policies and will rely heavily on both experience and judgment to accomplish goals. This position will report directly to Learning Supervisor.

Responsibilities:

• Conduct the delivery of training content for contact center staff and ensure expectations are being met; training delivery could include organizational policy, procedures, proper call handling techniques, and order-management systems.
• Record learner performance using LMS (learning management system) and keep accurate training records for reporting purposes.
• Responsible for learner performance during/after training to measure effectiveness of curricula while in role.
• Maintain Relationships with Subject-Matter-Experts (SME) in each Vertical to stay informed on Client policy, procedure, knowledge base and order-management systems.
• Assist Learning Supervisor in reporting on all training classes for respective vertical. Support the call center operations as required inclusive of taking phone calls or other activities qualified to perform Additional duties may be assigned based on business needs.

Qualifications:

• Excellent virtual facilitation skills
• Working knowledge of adult learning principles
• Ability to utilize contact center technology
• Strong organizational skills and attention to detail
• Strong interpersonal skills and courteous demeanor
• Excellent communication skills, both oral and written
• Is customer-focused, self-motivated, and has the demonstrated ability to effectively work with all types of people and lead teams including coaching, training and motivating others.
• Ability to work independently
• Working knowledge of Microsoft Office products, in addition to Email and Internet
• Able to meet and maintain productivity standards in a multi-task and regularly changing environment Able to travel when needed up to 10% per year.
• Education Bachelors Degree is preferred; relative field or equivalent training/work experience will be considered
• Six months experience in a contact center or related industry Training/Facilitation/Presentation experience is required
• Experience with Learning Management Systems (Saba, SumTotal, Cornerstone) a plus
• Experience with eLearning tools (Articulate Storyline; Adobe Captivate) and web-learning tools (WebEx) is preferred.

Travel:

• This position can be remote in the US.
• Travel required 10%