Job Details
**Customer Care Evening Trainer**
Corporate Office, 1251 1st Avenue, Chippewa Falls, Wisconsin, United States of America Req #228 Wednesday, February 23, 2022 JOB SUMMARY:
The Training Specialist will have the tactical responsibility to develop and maintain the Customer Care knowledge base in alignment with the overall training initiative of Mason Companies, Inc. In addition, the person in this role will create and maintain training materials, evaluate call center learning needs, effectively deliver training, and gather metrics on the effectiveness of training programs.
DUTIES AND RESPONBILITIES: Training Specialist
The below listing of essential functions is not an inclusive listing of all duties that may be requested to be performed by supervisor or manager.
- Delivery of training and development programs for contact center associates .
- Translates business requirements into learning requirements. Creates instructor guides, participant guides, job aids and assessments.
- Conduct and review training needs analysis to identify training needs and opportunities to drive improvements
- Own and Manage Customer Care Knowledge Base.
- Manage Nest Training, scheduling, curriculum, and progress tracking.
- Create eLearning Modules.
- Keep training records and generate reports to share with management.
- Evaluate and monitor training effectiveness through observations, post training assessments and quantitative analysis.
- Use the ADDIE model to help organize and streamline the production of course content.
KNOWLEDGE, SKILLS, ABILITIES: Training Specialist
- Strong written and verbal communication skills.
- Above average interpersonal skills, for both customers and co-workers.
- Effective problem solver with the ability/personality to remain calm and positive even while under stress.
- Detail oriented.
- Ability to stay positive throughout challenging and new situations.
- Ability to effectively listen and productively engage with trainees and agents, regardless of the circumstances.
- Proficient at multi-tasking.
- Ability to maintain confidentially.
- Capability to work in various digital platforms and systems (i.e. web, chat, phone, email).
- Experience with Microsoft Word, PowerPoint, Excel is a plus.
- Past Training Experience is required
- Customer centric attitude
EDUCATION and/or EXPERIENCE:
- High school diploma or equivalent. Some college preferred.
- One to two years progressively responsible experience in a contact center environment.
PHYSICAL REQUIREMENTS:
Work is generally sedentary, in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and
fax machines.May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
No travel is required.
**Other details**
* Pay Type Hourly