Using effective training method and techniques, is responsible for delivering training programs for new and current Customer Care Representative on new products/services, selling skills, system changes and/or new business initiatives. Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct. Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. Prepares and submits final training report to appropriate management. Interacts with clients on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses). Makes recommendations on curriculum and content for Learning Management Systems/Learning Content Management Systems (LMS/LCMS). Prepares, develops and conducts personal one-on-one training and development plans for agents.
Directly supervises new hire trainees and delivers corrective action if required. May directly supervise new hire trainees from Foundations Skills all the way through Product specific training. Supervises Academy Bay or production agents if necessary. Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms).
Essential Duties & Responsibilities:
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