Job Summary:
Responsible for updating, enhancing and producing training materials, identifying, recommending and administering ongoing/new training in alignment with call center customer service philosophy and business needs
Responsibilities:
- Partners with department leaders to identify training needs for new hires and existing employees
- Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience.
- Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.
- Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates.
- Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures).
- Working with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery.
- Creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills.
- Identifies and implements new practices and processes that are best in field.
- Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
- Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
- Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
- Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
- Understands and embraces the business and call center operations strategic direction.
- Performs other duties as assigned.
Skills Requirements:
- 1 or more years of training experience in call center.
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.
Consistent attendance is an essential function of the job.
