Trainer (230138) The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The position requires managing and training new Customer Service Representatives. The Trainer may manage a team and be responsible for the team\xe2\x80\x99s metrics for extended periods of time based on the company\xe2\x80\x99s needs. The position requires assisting with class material delivery and development, understanding of adult learning principles, and assessing the retention of content by trainees. Other duties will include assisting with the onboarding of new agents, including system set up and evaluation of performance and reviews. The position requires the Trainer to work closely with all training staff, recruiting staff and site leadership to create the most positive and supportive training environment possible resulting in a high graduation rate and employee retention rate. Responsibilities:
Manage and train new Customer Service Representatives and manage performance
Organize, direct, and monitor the daily activities of Customer Service Representatives
Answer questions from team members and provide suggestions as appropriate
Manage timecards, performance reviews, documentation of feedback, and maintain records of requests and complaints
Manage workers and resolve grievances; if needed, escalate to management for assistance
Build strong, high-performing teams that enjoy fun and competition while striving to meet/exceed performance metrics
Identify areas of opportunity and provide feedback to those impacted
Maintain thorough knowledge and expertise in all offered products and services
Provide service courteously, accurately, and efficiently to team members, co-workers, and customers
Facilitate effective training by utilizing all adult learning principles to create an environment of maximum content retention
Any additional tasks/projects as assigned by the management team
Skilled in the use of Microsoft Office, especially Excel
Highly technical in billing and device support
Ability to multitask
Ability to prioritize assigned tasks
Strong work ethic
Attention to detail
Technically proficient
Strong communication skills
Verbal and nonverbal communication skills
Ability to effectively communicate to the customer, verbally and written
Possess the ability to communicate over the phone with agents in a professional yet, assertive manner
Able to communicate well in both one on one and in group settings
Dependable \xe2\x80\x93 good attendance history
Open to delivering and receiving feedback
Strong relationship building skills
Be able to adapt to change
Ability to pick up on verbal cues when training agents and understanding of when follow-up questions are needed
Conduct yourself in a professional manner with agents and fellow employees
Ability to manage multiple tasks at once
Time Management - prioritization
Primary Location: United States-Arizona-Tempe Job: Business Support Services Schedule: Full-time Shift: Day Job Employee Status: Regular Job Type: Standard Job Level: Non-Management Travel: No Job Posting: Mar 20, 2023
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