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Contact Center Training Specialist

3 months ago

Natchitoches, United States Southern Scripts Full time
Contact Center Training SpecialistRole and Responsibilities

The contact center training specialist is responsible for developing and conducting employee training programs for the organization.

  • Evaluating strengths and weaknesses and utilizing metrics and reporting to identify training needs.
  • Conducts customer service training as well as training in other various areas (including personal development skills).
  • Confers with management, supervisors, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
  • Formulates teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.
  • Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.
  • Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
  • Tests trainees to measure progress and to evaluate effectiveness of training.
  • Reports on progress of employees under guidance during training periods. Maintain trainee records.
  • Track, report and address trainee attendance, engagement, participation, progress, test/quiz grades, and time to proficiency.
  • Develop and maintain training materials, tests, quizzes, games, etc.
  • Handle all new hire training and provide nesting support.
  • Develop and maintain mentor guidelines, expectations, schedules.
  • Conduct refresher training for teams/small groups with areas of opportunity
  • Utilize QA reports to identify areas to retrain, role play and assist supervisors in agent development.
  • Manage and maintain repository of reference materials.
  • Own ensuring new information and changes are packaged and delivered effectively to the staff.
  • Responsible for communicating/documenting policy/process changes for reference and training on changes.
  • Rotate as manager on duty coverage on weekends and in support roles (i.e. teams group).
  • Participate in calibrations.
  • Coordinate with supervisors to deliver training specific to their team’s needs
  • Facilitate night and weekend classes as needed.
  • Abide by all obligations under HIPAA related to Protected Health Information (PHI).
  • If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
  • Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
  • Flexibility to understand, appreciate and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

What We Have to Offer

Our benefits package is designed to keep our employees happy and healthy – physically, mentally and financially.

  • Servant Culture
  • Medical, Dental, Vision insurance
  • Disability and Life insurance
  • Employee Assistance Program
  • Remote work options
  • Generous Paid-Time Off
  • Annual Reviews and Development Plans
  • Retirement Plan with company match immediately 100% vested
Required Skills and Competencies
  • Customer Service.
  • Ability to master the full training cycle.
  • Sound decision making and organizational skills.
  • Ability to present complex information to a variety of audiences and learning styles.
  • Problem Solving/Analysis.
  • Time Management.
  • Communication.
  • Teamwork.
  • Technical Capacity (proficiency in MS office and in company database software).
  • Leadership.
  • Must be able to successfully develop and teach modules in both an in person and remote environment.
Supervisory Responsibility
  • Supervise CSRs in a training environment.
  • Responsible for the overall direction, coordination, and evaluation of this unit.
  • Carry out supervisory responsibilities in accordance with the training department procedures.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Manage and lead in a manner that supports the Call Center Manager’s vision and conducive to the creation of a positive and effective work culture.
  • Work as part of a supervisory team coordinating efforts to maintain a consistent operation.
Position Type and Expected Hours of Work

This is a full-time hourly position. Days of work are Monday through Friday, with occasional after-hours or weekend duties.

Travel

Minimal travel expected.

Required Education and Experience
  • Associate degree or 2 years of college experience.
  • 2 years of customer service experience.
Preferred Education and Experience
  • Bachelor’s degree preferred.
  • Supervisory/training background preferred.


Liviniti, LLC and all entities provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Liviniti expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/V/D




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