About This Role
This corporate trainer role is responsible for developing and delivering training programs for call center employees, ensuring alignment with customer service philosophy and business needs. It involves updating materials, identifying training gaps, and implementing best practices to enhance employee skills and customer experience.
Responsibilities
- Partner with department leaders to identify training needs for new hires and existing employees
- Partner with the management team to keep appropriate personnel appraised on ever-changing policies and procedures to ensure a consistent customer experience
- Conduct new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class
- Conduct recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates
- Modify teaching style to accommodate different learning techniques that may present in new hires and current employees (e.g., role-playing exercises, simulations, team exercises, group discussion, videos, and/or lectures)
- Work with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery
- Create, implement, and maintain training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills
- Identify and implement new practices and processes that are "best in field"
- Exchange knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization
- Ensure 100% adherence to all company policies and procedures (e.g., Security, Health, Safety and Quality)
- Maintain discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific
- Interpret a variety of instructions furnished in written, oral, diagram or schedule form
- Understand and embrace the business and call center operations strategic direction
- Perform other duties as assigned
Requirements
- 1 or more years of training experience in a call center
- High school diploma, G.E.D., Trade/Vocational School certificate or equivalent
Important Details
- Physical requirements: Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects; have visual acuity to perform activities such as preparing and analyzing data and/or viewing a computer terminal; speak, type and/or sit for extended periods of time
- Consistent attendance is an essential function of the job
