Overview
The CC/IS training/calibration manager trains on all CC/IS systems, calibrates calls and tools, produces reports, interprets data, and makes recommendations. This position also supports the department lead in analysis and overall department planning, performance, and growth opportunities.
The position is 100% Remote however you must be centrally located in one of the states listed below:
Illinois
Maryland
Arizona
Colorado
Delaware
Florida
Minnesota
Missouri
Nevada
Pennsylvania
South Carolina
Virginia
Washington D.C.
Responsibilities
Training new and experienced employees on systems, procedures, and the department ways of working. Scheduling and conducting regular training sessions to prepare and support new employees. Training experienced employees on new or updated department procedures to improve their performance. (35% Employment Metrics)
Developing and updating call centers education materials, including systems, phones, digital, markets, new hire training material, and instructional videos (inbound and outbound) Ensuring all applicable training materials are approved by LLS and posted on the Learning Bar. (20% Employment Metrics)
Perform call monitoring and calibration of call center employees (inbound and outbound) and identifying any areas of opportunity. Measure the effectiveness of training sessions and preparing individual progress reports. Liaising with team leaders to conduct on-the-job coaching. (20% Employment Metrics)
Act as backup to the Customer Care analyst utilizing reporting tools to compile detailed analysis reports, review/discuss with IT stakeholders for possible solutions, efficiencies, including planning and follow-up. (15% Employment Metrics)
Partner with leadership on department project plans to ensure solutions meet business needs and requirements. (10% Employment Metrics)
Other duties, as assigned by the jobholder’s supervisor, may also be required.
Qualifications
Experience as a customer service trainer or similar role.
Knowledge of sales techniques and customer service practices
Familiarity with interactive learning activities
Understand how/when to tailor training to meet personal learning styles
Excellent written and verbal skills
Advanced proficiency with Microsoft Excel (including VLOOKUP’s, pivot table, and match functions) and PowerPoint
Experience with call center technology
Bachelor’s degree in Business Management, Education, or related field and /or equivalent training and work experience
SAP knowledge is a plus
Additional certification in training is a plus
Able and willing to work evening hours, holidays, and weekends, as require
Preferred Qualifications:
Experience in a call center environment
Additional certification in training
Physical Requirements:
While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone
Competencies:
Experience with call center technology
Ability to multi-task, work independtly and/or within a team, attention to detail, and able to meet required deadlines.
Ability to provide leadership to personnel in a fast-paced and intense work environment.
Proven knowledge of and ability to implement customer service and sales best practices.