Contact Center Trainer - Envigado, Colombia - iQor

Descripción

Job Summary: Responsible for updating, enhancing, and producing training materials to align with call center customer service philosophy and business needs.

Responsibilities:

• Collaborates with department leaders to identify training needs for new hires and existing employees.
• Keeps personnel informed on policy changes to ensure a consistent customer experience.
• Conducts new hire and recurrent training classes, adapting teaching styles to different learning techniques.
• Works with Quality Assurance teams for training assessments and curriculum enhancements.
• Develops and maintains training materials for product knowledge and call handling skills.
• Identifies and implements best practices, sharing knowledge within the organization.
• Ensures compliance with company policies and procedures.
• Maintains confidentiality regarding systems and proprietary information.
• Interprets instructions effectively and aligns with business strategies.
• Performs assigned duties and tasks.

Skills Requirements:

• 1+ year of call center training experience.

Education Requirements: High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent.

Physical Requirements: Occasionally exert up to 10 lbs. of force, have visual acuity, and be able to speak, type, and sit for extended periods.