Dimension & Scope:
The Trainer; Customer Care Associate will effectively deliver and facilitate fully developed classroom training in support of client programs to ensure superior workforce preparation; specifically with front line representative level employees.
The focus of this position is facilitation and delivery of program curriculum for new and existing employees.
Principal Duties and Responsibilities:
Ensuring competency levels meet business needs Adhere to developed classroom agenda/timelines and content flow.
Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and quality or transaction monitoring.
Strict adherence to the Company code of conduct. Support and participate in continuous improvement initiatives, as applicable including identifying and communicating areas for curriculum development/enhancement opportunities.
Maintain high level of professionalism in and out of the classroom.
Ensure effective, consistent communication with managers, peers, and other resource groups including day-to-day informal interaction with clients Accountable for achieving individual training performance metrics Responsible for day-to-day functional supervision of learners within the program training classroom environment, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
Must have contact center experience as Trainer (V&A) .
Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel Prior experience in customer service or call center environment.
Solid communication skills, both oral and written.
Demonstrated ability to communicate effectively and professionally with internal associates.
Demonstrated ability to work with a team.
NOTE : Looking only for Female candidates.