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Genesys Cloud CX Training Specialist

2 months ago

Seattle, Washington, United States Chameleon Technologies, Inc. Full time

Chameleon Technologies, Inc. is seeking a Genesys Cloud CX Training Specialist for our client. This role is designed for an experienced professional who can deliver impactful training programs for call center personnel.

Position Overview:

We are looking for a skilled Genesys Cloud CX Trainer to develop and implement a comprehensive training strategy for call center agents and supervisors. The ideal candidate will possess a deep understanding of call center technologies and training methodologies, enabling them to create adaptable training solutions tailored to various operational environments.

Key Responsibilities:

  • Curriculum Development: Design and produce a standardized training curriculum that can be utilized across multiple call centers.
  • Create foundational training modules, lesson outlines, and evaluation tools that serve as the basis for all training initiatives.
  • Customization: Modify core training content to meet the specific needs of different call centers.
  • Engage with local call center management to incorporate unique operational requirements.
  • Needs Analysis: Conduct assessments to identify common skill gaps and specific training needs.
  • Collaborate with call center leadership to ensure training aligns with performance metrics and business goals.
  • Training Facilitation: Deliver initial and ongoing training sessions through various formats, including in-person workshops and virtual learning.
  • Empower local trainers and supervisors to effectively conduct standardized training.
  • Evaluation: Establish consistent evaluation methods to measure training effectiveness across different locations.
  • Continuously enhance training materials based on participant feedback and evolving industry standards.
  • Technical Knowledge: Stay informed about the latest call center technologies and best practices.
  • Incorporate industry advancements into training programs.
  • Collaboration: Work alongside subject matter experts and stakeholders to ensure training relevance and impact.
  • Participate in cross-departmental teams to support broader organizational training goals.
  • Documentation: Maintain detailed records of training sessions, participant progress, and outcomes.
  • Prepare comprehensive reports on training activities and effectiveness for management review.
  • Support: Provide ongoing guidance and mentorship to local trainers and call center staff.
  • Address individual training needs and offer additional resources as necessary.

Qualifications:

  • 3-5 years of experience in training design and delivery, particularly within a call center context.
  • Strong familiarity with Genesys call center solutions.
  • Proven track record of creating engaging and effective training materials.
  • Exceptional facilitation and presentation abilities.
  • Strong analytical skills for assessing training needs and evaluating program success.
  • Ability to collaborate effectively with diverse teams and adapt to various training environments.
  • Excellent organizational skills and attention to detail.
  • Proficiency in e-learning tools and Learning Management Systems (LMS).