Specialist, Call Center Trainer

Overall Job Summary

This position is responsible for leading the training and development efforts of all call center team members. This includes working with leadership and team members to execute and track training plans, identify team member areas for improvement, and work with internal and external parties to ensure that team members are fully equipped to execute their job responsibilities.

Essential Duties and Responsibilities (Min 5%)

• Execute all training programs for team members; supervise training administered by external Department sources; support the training/development direction established by Department leadership.

• Establish and maintain all external training resources and vendor relationships.

• Author and maintain the Department’s training and development strategic roadmap ensuring proper alignment with department leadership and Training/Organizational Development.

• Monitor team member training progress and adjust individual plans as necessary in order to meet agreed upon performance goals set forth by the team member’s Manager.

• Develop and maintain all training materials for team member and Department use, as directed by Department leadership.

• Serve as a resource to Department leadership in identifying team members for future opportunities based on skill sets and business need.

Required Qualifications

Experience: Store operations, retail, and customer service experience preferred. Experience in a retail store and customer service-focused call center preferred.

Education: Bachelor’s degree from an accredited college or university; emphasis in HR Development, Organizational Development or related field preferred. Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Must possess advanced computer skills.

• Must have knowledge of store and customer service standards and procedures.

• Experience in Microsoft Word, Microsoft Excel, and call logging systems is required.

Working Conditions

• Hybrid / Flexible working conditions

Physical Requirements

• Sitting

• Standing (not walking)

• Walking

• Lifting up to 10 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

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EMPOWERMENT

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OPPORTUNITY

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