Job Description
Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter’s.
HOW YOU’LL MAKE AN IMPACT
The Training Coordinator will be in charge of creating and facilitating training to call center associates with collaboration of Quality and Training Supervisor direction. This role will be 100% remote but must be able to work standard EST hours.
Responsible for facilitating nesting period of new hire agents to a successful completion by providing feedback, coaching, and additional training as needed
Ability to identify training gaps and devise a plan to ensure agents success by partnering with Quality Agents and Quality/Training Supervisor to identify training needs and measure effectiveness
Track and evaluate all training as measured by the trainee’s success meeting KPI’s and communicate to leadership by summarizing training feedback and outcome of training success
Perform ongoing training for new software, processes, and systems for all agents
Meet with supervisors, managers, vendors, and business leadership to review and edit training materials and processes
Create new and update/edit existing training material as an ongoing practice
Work with peers and Quality/Training Supervisor to suggest, create, and implement computer-based training (CBT) modules
Develop supplemental training materials as necessary for remote agent support
Schedule and coordinate training for multiple, often simultaneous, training sessions
Collaborate with Consumer Affairs team to ensure changes in training practices are communicated and implemented with the support of Quality/Training Supervisor
Work with corporate partnership to suggest, create, and implement product training modules with an ever-changing product model
Suggest, create, and implement refresher training modules to be used during refresher training sessions
Assist Quality team as directed by Quality/Training Supervisor
Support our Carter’s Values through leading courageously and inspiring innovation in passing that enthusiasm to trainees
Partner with department leadership to evaluate trainee ability ensuring all agents support department mission of “Best is Standard”
Work with and lead Seasonal Training Coordinators to ensure trainees are getting focused attention
WE’D LOVE TO HEAR FROM YOU IF: (REQUIREMENTS SECTION)
Must have:
Strong communication, problem solving, and analytic skills
2-3+ years of training and quality experience in a call center / customer service environment
Own open issues and will work closely with escalation partners to identify, document, and monitor all exceptions. Improve or recommend new processes as needed.
Ability to collaborate cross functionally within call center, vendor partners, and across business locations
Experience devising and creating educational/training tools and programs
Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks
Preferred experience working in a call center environment and/or customer service experience
Must be able to multi-task and prioritize as required. Ability to handle multiple projects/tasks at a time
Must have excellent Excel, Word, and Power Point skills, including report formatting and presentation.
HS Diploma or GED required, Associates or Bachelor’s degree preferred
Preferred skills and experience:
Ability to work in a highly structured environment
Ability to work in a competitive performance driven environment
Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
Remote Contact Center environment with moderate noise level due to agents talking, computer, printers, and floor activities
Holiday work schedule as defined by Management and business needs/volume
Comply with blackout periods as determined by Management
OUR TEAM MEMBERS:
Lead Courageously: Have a strong sense of personal values that align with our Company values
Collaborates Broadly: Build cooperation, trust, and thrive in a consensus driven environment
Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients
Drive Growth: Set aggressive goals and implement plans precisely
Cultivates Innovation: Respectfully challenge the “we’ve always done it this way” mentality and explore new ways to achieve desired outcomes
MAKE A CAREER AT CARTER’S:
Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.