US Tech Solutions
Job Details: Job Title: Customer Care Center Trainer
Duration: 12 Months Contract to Hire
Job Description: The purpose of the Trainer Customer Care Center to deliver and train in person, virtual and e-learning training modules to current Customer Care Center Management, CCC Operation Support and Customer Service Representatives, as well as all new hires in the training program. Training scope includes, but is not limited to, call management skills, care center and utility business, customer information systems e.g. CIS/DIS, business processes related to call handling, scripting, job aids, back-office work, web self-service, chat, technology enhancements and regulatory processes. This role also makes final determination on employee training and work readiness/progression status and provides supporting documentation to CC Management Team.
Deliver/conduct Care Center business process training to Customer Care Management, Operation Support Team, Senior Agents, and Customer Service Representatives.
Manage and direct the work of trainees by monitoring, tracking, and reporting on trainee performance while in training, including capturing performance documentation such as attendance, behaviours, test scores, etc. and reports overall performance to CC Operations
Provides 1-2-1 new hire training assessment (test) reviews and coaching along with support OJT activities.
Continuous enhancement of training by using feedback to constantly improve and develop a culture of learning.
Support efforts in conducting training needs analysis to address job performance problems by consulting with Care Center Managers and Team Leads on training problems and solutions.
Supports content review efforts and collaborates with the Quality Assurance Specialists and CCC Support Specialists in the continued development of the CSR Call Aid as the central repository for care center business process information and allows for its use as a key training tool.
Maintain an accurate training record system for all care center employees including training completion by training courses and/or user.
Develop and maintain excellent relationships with the Customer Care Center Managers, Team Leaders, Operations Support Group and Management Team
Members with focus on significant interaction with the Quality Assurance Team members, and other CCC Support, CCC Operations team members, and business partners for the purpose of ensuring that all care center processes are integrated appropriately.
Computer skills, including, but not limited to PowerPoint, Excel and Microsoft Word; Ability to travel.
Excellent training capabilities including verbal, written, interpersonal and presentation skills with emphasis on being able to convey complex business process or technical ideas effectively to trainees.
Ability to assist in troubleshooting, presenting workable solutions and implementing process/policy changes via training.
Ability to administer Customer Care Center guidelines.
Ability to develop and create innovative training solutions.
Strong planning, time management and organizational skills.
Knowledge of adult learning/behavior change methods
Working knowledge of e-learning software such as Captivate, etc
Professional Training Certification/Specialty certification.
Education: High School Diploma and 3 years of Training or Facilitation experience. Bachelors in communication or related field
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Duration: 12 Months Contract to Hire
Job Description: The purpose of the Trainer Customer Care Center to deliver and train in person, virtual and e-learning training modules to current Customer Care Center Management, CCC Operation Support and Customer Service Representatives, as well as all new hires in the training program. Training scope includes, but is not limited to, call management skills, care center and utility business, customer information systems e.g. CIS/DIS, business processes related to call handling, scripting, job aids, back-office work, web self-service, chat, technology enhancements and regulatory processes. This role also makes final determination on employee training and work readiness/progression status and provides supporting documentation to CC Management Team.
Deliver/conduct Care Center business process training to Customer Care Management, Operation Support Team, Senior Agents, and Customer Service Representatives.
Manage and direct the work of trainees by monitoring, tracking, and reporting on trainee performance while in training, including capturing performance documentation such as attendance, behaviours, test scores, etc. and reports overall performance to CC Operations
Provides 1-2-1 new hire training assessment (test) reviews and coaching along with support OJT activities.
Continuous enhancement of training by using feedback to constantly improve and develop a culture of learning.
Support efforts in conducting training needs analysis to address job performance problems by consulting with Care Center Managers and Team Leads on training problems and solutions.
Supports content review efforts and collaborates with the Quality Assurance Specialists and CCC Support Specialists in the continued development of the CSR Call Aid as the central repository for care center business process information and allows for its use as a key training tool.
Maintain an accurate training record system for all care center employees including training completion by training courses and/or user.
Develop and maintain excellent relationships with the Customer Care Center Managers, Team Leaders, Operations Support Group and Management Team
Members with focus on significant interaction with the Quality Assurance Team members, and other CCC Support, CCC Operations team members, and business partners for the purpose of ensuring that all care center processes are integrated appropriately.
Computer skills, including, but not limited to PowerPoint, Excel and Microsoft Word; Ability to travel.
Excellent training capabilities including verbal, written, interpersonal and presentation skills with emphasis on being able to convey complex business process or technical ideas effectively to trainees.
Ability to assist in troubleshooting, presenting workable solutions and implementing process/policy changes via training.
Ability to administer Customer Care Center guidelines.
Ability to develop and create innovative training solutions.
Strong planning, time management and organizational skills.
Knowledge of adult learning/behavior change methods
Working knowledge of e-learning software such as Captivate, etc
Professional Training Certification/Specialty certification.
Education: High School Diploma and 3 years of Training or Facilitation experience. Bachelors in communication or related field
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.