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Overview:Development, implementation and improvement of contact center day-to-day Training operations. Develop and maintain adequate staff and training material. Assess training needs of various projects. Oversee and manage all training functions including staff.Responsibilities:Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
Conduct training needs assessments and oversee the training function.
Develop, compose and compile training materials and other training aids such as equipment and visual aids
Development of courses to include customer service and technical support
Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded
Manage, lead, motivate and develop training team members
Write performance evaluations of training staff
Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.
Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.
Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
Incorporates, administers, and monitors operating budget for the training department
Thrives as a team player in a fast paced, high energy, change oriented environment
Perform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadership
Qualifications:Minimum of 6 months working with the client.
Call Center Training and/or Supervisory experience
Flexible hours/days are a requirement.
Bachelor's degree from an accredited college or university in Human Resources, Adult Education, or related field; or Call Center Training and/or Supervisory experience
Demonstrated leadership capabilities
Flexible, adaptable teamplayer with good work ethic.
Strong presentation and public-speaking skills
Strong verbal, listening, and written communications skills required
Excellent attendance history is required.
Two to five years of call center experience required
One year of call center training experience preferred
Strong computer skills with working knowledge of Microsoft Office Suite
Strong desire to help others learn
Understanding of Adult Learning Principles
Minimum of 90 Day tenure with Teleperformance
Minimum 90% of Metrics Maintained
No correction communications in the last 6 months
Less than 3.0 EAF Points
Full-time- ID: #44627772
- State: Utah Salt lake city 84101 Salt lake city USA
- City: Salt lake city
- Salary: USD TBD TBD
- Showed: 2022-08-05
- Deadline: 2022-10-04
- Category: Et cetera