Senior Agent Team Lead - Training

Job Summary:

Responsible for delivering ongoing/new training in alignment with call center customer service philosophy and business needs.

Responsibilities:

• 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.

• Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience.

• 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, Team Exercises, Group Discussion, Videos, and/or Lectures).

• Working with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gap...