Call Center Training Associate

Details

Country: USA
Location: Ohio-Columbus/Zanesville NEW ALBANY, OH 43054
Total applied: 40
Job Category:Customer Support/Client Care
Education Level:Bachelor's Degree
Location:NEW ALBANY, OH 43054
Status:Full Time, Employee
Occupations:Call Center;General/Other: Customer Support/Client Care;Retail Customer Service
Career Level:Experienced (Non-Manager)

Position Title: Call Center Training Associate
Reports to: Supervisor, Contact Centers
Location: Home Office - New Albany, OH

Position Summary
As a Call Center Training Associate, this individual will work with the Customer Service/Contact Center Operations staff in the following areas: develop training and communicate process and policy changes to contact centers

Responsibilities
Perform gap analysis on technical/interpersonal tasksDevelop training modulesTrain contact center trainersTrack training expenses and make recommendations to improve expensesManage training calendarDevelop training standardsTravel to contact centers to audit training classesReview and edit Knowledge Base tool used by contact center representativesWrite and edit website FAQs and other 'Help' contentWrite weekly directions to contact center representatives (in our 5 Minute Meeting)Work with Quality Assurance to determine knowledge gaps

4 year Bachelors degreeStrong attention to detail and organizational skillsComfort with compiling samples of raw data and delivering recommendationsProficient in ExcelExceptional grammar/writing skillsPersonal Attributes: confident, highly motivated, sense of humor, a winning 'can-do' attitude, team-oriented

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