Job Description

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 employees
  • Partners 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, ...

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