Customer Service, Trainers
Consumer & Customer Care
Full Time
United States
2022-02-04

A REGULAR DAY AT WORK (ESSENTIAL DUTIES):

The Customer Engagement Center Trainer will be responsible for delivering targeted and successful virtual training programs focused on new hires and continuous improvement of teams providing superior customer service, driving profitable growth activities and professional development.  This position will specialize in technical product and troubleshooting training development and delivery.

KEY RESPONSIBILITIES:

  • Delivers effective and engaging training programs for front line customer service agents and digital care agents designed to deliver effortless experiences, brand loyalty, and drive profitable growth.
  • Reviews Voice of the Customer data to ensure that we are focusing product training on the high-volume products models and call types.
  • Partners with managers, coaches, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
  • Employs adult learning techniques in a virtual environment to formulate teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.
  • Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.
  • Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
  • Test trainees to measure progress and to evaluate effectiveness of training.
  • Reports on progress of employees under guidance during training periods.
  • Maintain trainee records.
  • Facilitates night classes as needed.
  • Deliver remedial and/or follow-up training.
  • Deliver recurrent skills enhancement training.
  • Assist in identifying and defining the training needs of the agents and implement programs to meet those needs.
  • Maintain connection with current business environment to ensure relevancy in all aspects of work.

WHO YOU ARE:

  • Ours is a dynamic, fast-paced environment that asks for flexibility and agility.
  • You can quickly understand and assess a situation and react confidently, making decisions even where there is ambiguity.
  • You always strive for better, in your work and for your future.
  • With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information that informs decision-making.
  • You build trust, good working relationships and communicate effectively with your colleagues and across functions.

Minimum Qualification

EDUCATION & EXPERIENCE (MINIMUM QUALIFICATIONS):

  • Bachelor’s degree in educational technology or similar relevant field preferred.
  • Previous working experience in Training / Leadership roles.
  • Lesson and curriculum planning skills.
  • Knowledge of Electrolux call center operation and processes a plus.

 

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'