Position Overview
Job Summary:
Responsible for updating, enhancing and producing training materials, identifying, recommending and administering ongoing/new training in alignment with call center customer service philosophy and business needs
Responsibilities:
Partners with department leaders to identify training needs for new hires and existing employeesPartners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience.Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates.Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, ...