Description
Position Purpose and Impact
At the heart of our vision lies ownership, humility, and a commitment to uncomfortably high standards and customer centricity. We envision a Training team that not only ensures the organization thrives through exceptional customer experiences but also fosters the growth of our agents through meaningful feedback, coaching and initiatives that support their individual needs.
Responsibilities
- Become the subject matter expert on processes, and procedures to craft training content that will elevate the customer experience.
- Become the subject matter expert on processes, and procedures to teach those skills to newly hired employees at various levels of the org.
- Make suggestions to improve workflows that will enhance the customer experience.
- Ensure customer satisfaction metrics are met for training programs.
- Prepares and maintains training content to coordinate, develop, design and maintain team and individual training materials.
- Organizes training programs designed to give newly-hired employees the skills to be successful in the role, including systems and customer service soft skills,.
- Coordinates training of end-users for new department procedures/processes, and new workflows as needed.
- Works closely with the Quality Assurance team to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement.
- Monitors new hire progress for the first 30 days of live customer interactions.
- Reviews interactions for the purpose creating effective training that supports service skills, adherence to internal processes and quality of the customer service delivered
- Provides Team Leaders and Managers with regular agent performance feedback throughout the training process.
- Provides individualized feedback to newly hired employees to address performance gaps.
- Supports and suggests improvements/recommendations to meet the highest level of customer experience.
- Supports in live training classes regularly.
Required Qualifications
- Ability to write effective training content that supports company values and a world class customer experience.
- Capable of spotting inconsistencies, errors, and areas for improvement in agent performance and customer interactions.
- Strong analytical practice for interpreting data, identifying trends, and making data-driven recommendations for improvement.
- Ability to provide clear and concise written and verbal feedback to employees at all levels of the organization.
- Adaptable and flexible, able to adjust to changes in processes, procedures, and priorities to ensure ongoing quality and efficiency in call center operations.
- Demonstrates willingness and ability to answer questions and solve problems.
- Demonstrated track record of impeccable professional written and verbal communication skills including the ability to provide constructive feedback.
- Excellent attention to detail and the ability to create clear and concise documentation.
Required Experience
- 3 + years of call center customer service experience in an inbound contact center
- 3 + years experience as a customer service representative or tech support trainer
- 2+ training in content writing
- 1+ years of Google Suite experience.
Note: while this position is fully remote, we're currently not looking to hire candidates based in the US or Canada.
System Requirements
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
