Global Training Coordinator

4 weeks ago

Lawrenceburg, United States Rostam Direct LLC Full time

Job Type

Full-time

Description

•Oversees and manages all training programs for the GA Global Contact Center.

•Oversee training process with overseas 3rd party vendor

•Hires, trains and supervises trainers across all 3 sites in conjunction with Site Coordinators

•Oversees new hire training program, as well as implementation of specialized training for agent growth

•Develops/implements training programs for other contact center personnel

•Develops evaluation tools to gauge training effectiveness

•Identify opportunities for improvements to training & floor acclimation process

•Partners with QA and Site Managers on development of the QA coaching function as an extension of training

•Conducts train- the-trainer sessions to keep trainer skills current and observes trainers in action

•Conducts more complex trainings or off-site trainings for company partners & vendor

•Conducts cross center trainings using tools such as Brainshark; web-ex and others to ensure consistency

•Develop a certification process which allows core employees and repeat seasonal to test knowledge as a means to reduce redundant training each season.

•Works toward continued improvement in materials and systems for the betterment of employee & company.

•Seeks out information via the internet on latest contact center training strategies.

•Be a key member of contact center management

•Able to travel as required to India or the Philippines to conduct trainings.

•Be available to travel; training to revolve self and training department to the next level.

Requirements

•Strong systems knowledge and presentation skills.

•Strong problem-solving, research and decision-making skills

•Maintains a positive attitude; strong interpersonal skills

•Organization and time management skills

•Excellent listener and strong oral/written communications skills

•Ability to lead projects and manage deadlines

•HS degree or GED. Some college preferred

Competencies

  • Oral/Written Communication Skills - Ability to read and write
  • Adaptability - Ability to handle change in routine or work rules, available to accommodate flexible work hours
  • Customer Focus - Oriented to serving the customer
  • Problem Solving Skills- Ability to use good judgement when making decisions.
  • Detail oriented - Strong organizational and planning skills

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