Job Details
Our client is seeking a Temporary Training Coordinator for a Call Center located in Middle River, MD for a project based assignment.
Approximately 3-6 months.
Job Summary: Develops, implements, and/or modifies training programs to ensure maximum effectiveness of call center/customer service personnel. Expectation is that the Training Coordinator has a strong aptitude in the following areas but not limited to with the ability to clearly communicate their expertise in these required areas when interviewed:
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
Designs and develops new training courses for existing applications including preparation of training materials i.e.: manuals, quick reference guides, audio-visual aids, computer help-screens, etc.
Maintains statistics and records of the training materials and content covered with each group and/or individual trained.
Assists in the ongoing improvements to and coordinates delivery of New Hire Orientation sessions.
Tracks and reports training statistics utilizing Excel, SQL or other reporting programs.
Identifies and retrains staff for improved performance.
Manages the ongoing training requirements for the customer service staff, ensuring a focus on employee engagement and customer satisfaction.
Focused on continuous process improvement and quality assurance.
High focus on employee retention.
Education: High School Diploma or general education degree (GED) required, Associate's degree (A.A.) or equivalent from two-year college or technical school preferred.
Required Skills:
Strong written and verbal communication skills.
Problem solving ability
Prior experience in employee development and training.
Detail-oriented with superb organizational skill.
High energy, motivated personality.
Proven track record in being a training facilitator.
Quality control experience.
Strong analytical skills.
Intermediate skills in Microsoft Excel, Outlook, PowerPoint, and Word.
Desired Skills:
Experience with call center and production reporting.
Finance and budgeting experience.