Job Details
** CUSTOMER CARE TRAINING FACILITATOR**
**Job Category****:** Human Resources **Requisition Number****:** CUSTO02592 Showing 1 location **Job Details**
**Description**
**Essential Functions:**
* Deliver effective training via appropriate method(s) of instruction to Contact Center agents during the new hire onboarding process and during regular work phases when deemed necessary in the reasonable judgement of Contact Center leadership.
* Give regular feedback to agents in training about their performance in a clear, concise, and relatable manner. Additionally, incumbent will be responsible for coordinating and administering weekly assessments.
* Work with leadership to keep training material and concepts up to date and current with business practices/expectations; escalate any issues with training material that potentially adversely impacts performance.
* Coordinate training schedules with members of the Recruiting and Customer Care teams, respectively.
* Receives feedback and provides insight to leadership for process improvements and training enhancements through on-the-job feedback with current staff. Participates with the enhancement, and improves on training and presentation skills constantly, including interactive delivery methods. Suggest and helps in designing and implementing solutions and efficiencies.
* Gather and present improvements and trends on existing systems, processes, and procedures to drive quality and efficiency, and enhance the customer experience. Responsible for reporting on team member results, accuracy, and adherence to Quality Management metrics
* Communicates findings in areas of coaching trends and coaching opportunities to the leadership team and pushes latest development and changes down to staff and retrains staff when appropriate for improvements.
* Weekly business operations immersion performing the work that the incumbent will be training or providing feedback on.
* Performing other duties as assigned or apparent by department.
**Knowledge, Skills & Abilities:
Education, Licensure or Certification:**
* A high school diploma or equivalent is required
* Two to Four-year college degree highly preferred
**Work Experience or Related Experience:**
* One to three years previous training experience in a call center/servicing environment.
* Knowledge of existing and emerging training methods and tools.
* Coaching and feedback experience in a contact center environment is strongly preferred.
* One to three years previous training experience in a call center/servicing environment.
* Knowledge of existing and emerging training methods and tools.
* Coaching and feedback experience in a contact center environment is strongly preferred.
**Specialized Knowledge, Skills & Abilities:**
* Must be able to exercise good judgment and independently determine and take appropriate action within defined program policies and procedures.
* Healthcare background and bilingual a plus.
* Working knowledge of Microsoft Office 365.
* Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present solutions, and promote a positive learning environment.
* The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required.
* The ability to multitask and work in a fast-paced, deadline driven environment with a high sense of urgency is required.
* A good understanding of StateServs products, technologies, selling strategies and internal business functions is necessary to become proficient and competent in this role.
* Knowledge of digital learning methodology.
Physical Requirements and Demands:
* Physical Requirements General office demands.
* Regular eye-hand coordination and manual dexterity is required to operate office equipment
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