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Call Center Trainer

MMC Group

  • Trenton, NJ
  • 30+ days ago

    Highlights

    Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies. Formulates teaching outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.

    Numbers & Facts

    LocationTrenton, NJ

    Description

    Customer Service Trainer
     
    Summary/Objective
    The Customer Service Trainer position is responsible for developing and conducting employee training programs for the organization.
     
    Essential Functions
    • Conducts customer service training as well as training in other various areas (including personal development skills).
    • Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
    • Formulates teaching outlines and determine 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.
    • Tests trainees to measure progress and to evaluate effectiveness of training.
    • Reports on progress of employees under guidance during training periods.
    • Maintain trainee records. 


     
    Competencies
    • Customer/Client Focus.
    • Learning Orientation.
    • Communication Proficiency.
    • Technical Capacity.
    • Teamwork Orientation.
    • Planning/Organizational Skills.
    • Presentations Skills.
     
    Supervisory Responsibilities
    • Supervise Account Managers and CSRs (customer service representatives) in a training environment.
    • Responsible for the overall direction, coordination, and evaluation of this unit.
    • Oversee company reps, acting in the role of “training instructor” for a specific training issue or initiative.
    • Carry out supervisory responsibilities in accordance with the training department procedures.
    • This job operates in a professional office environment.
    • This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
     
    Requirements
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    • While performing the duties of this job, the employee is regularly required to talk or hear.
    • The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
    • This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m.

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