TransUnion
Global Call Center Training Specialist
TransUnion, Battletown, Kentucky, United States, 40104
Specialist I, Consumer Training
The primary objective of this position will be to support training for consumer support contact center operations in the GCC. Delivers new hire training programs to new employees within operations. Incorporates learning objectives, activities and assessment into all training facilitations. Provides training to operations teams as TUCI products implement new features. Provides training to operations teams in support of process/policy changes. Continues to act as a point of contact for representative coaching, furthering representative development. Identifies new areas of opportunity for training and works with subject matter experts to develop and deliver training materials. Develop and update training materials to be current with operational needs and policies. Represent training team on Enterprise Operations projects. Additional projects and duties as assigned. Impact you'll make: Bachelor's degree preferred, but not required. 2-5 years of training delivery experience/background in a training role. 1-2 years of training experience with voice, data, or chat contact center agents. Background in training in a classroom and/or a virtual environment. Comfort level with general technical concepts and training of these concepts. Proficient in Microsoft applications including PowerPoint. Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training. Strong attention to detail. Quick to learn, with a goal of becoming a SME on an all processes. Comfortable presenting and training groups on average of 15-25 people. Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed. Holds trainees accountable and assists in nesting phase of training development. Ability to maintain focus, flexibility, and organization. Comfortable working in fast-paced environment. Ability to identify gaps in representative knowledge, skills, etc. Availability to work during U.S. business hours. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
The primary objective of this position will be to support training for consumer support contact center operations in the GCC. Delivers new hire training programs to new employees within operations. Incorporates learning objectives, activities and assessment into all training facilitations. Provides training to operations teams as TUCI products implement new features. Provides training to operations teams in support of process/policy changes. Continues to act as a point of contact for representative coaching, furthering representative development. Identifies new areas of opportunity for training and works with subject matter experts to develop and deliver training materials. Develop and update training materials to be current with operational needs and policies. Represent training team on Enterprise Operations projects. Additional projects and duties as assigned. Impact you'll make: Bachelor's degree preferred, but not required. 2-5 years of training delivery experience/background in a training role. 1-2 years of training experience with voice, data, or chat contact center agents. Background in training in a classroom and/or a virtual environment. Comfort level with general technical concepts and training of these concepts. Proficient in Microsoft applications including PowerPoint. Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training. Strong attention to detail. Quick to learn, with a goal of becoming a SME on an all processes. Comfortable presenting and training groups on average of 15-25 people. Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed. Holds trainees accountable and assists in nesting phase of training development. Ability to maintain focus, flexibility, and organization. Comfortable working in fast-paced environment. Ability to identify gaps in representative knowledge, skills, etc. Availability to work during U.S. business hours. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.