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Job Description
- Develop and deliver training programs to operations staff on a range of topics related to operations, including but not limited to: Customer Service, Collections, Risk Ops
- Assess training needs and identify areas where additional training is required.
- Work closely with internal stakeholders such as operations team, quality assurance teams and process improvement team to identify training gaps and develop training solutions to address these gaps.
- Evaluate training effectiveness and make adjustments as necessary to ensure that training meets the needs of the organization.
- Develop and maintain training materials, including training manuals, job aids, and multimedia presentations.
- Monitor and evaluate the performance of operations staff to identify areas for improvement and provide coaching and feedback to help them improve their performance.
- Stay up-to-date with industry trends and best practices in call center training and customer service.
- Responsible for organizing training schedules for the entire operations team according to business requirements.
- Bachelor's degree in business, education, or a related field.
- 3+ years of experience in call center operations or training, preferably in a customer service or sales environment.
- Strong knowledge of call center operations, including call handling, customer service, and quality assurance.
- Excellent communication and interpersonal skills, with a proven ability to deliver engaging training sessions to large groups.
- Strong analytical and problem-solving skills, with a demonstrated ability to identify training needs and develop effective training solutions.
- Proficiency in Microsoft Office and other training tools and platforms.
- Experience with Learning Management Systems (LMS) is preferred.