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Call Center Trainer

MMC Group

Trenton, NJ

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JOB DETAILS
SKILLS
Call Centers, Computer Software, Conference Management, Conferences, Copying Machines, Customer Relations, Customer Support/Service, Employee Orientation, Fax Machines, Interpersonal Skills, Multimedia, Office Equipment, Organizational Skills, Photocopy, Physical Demands, Presentation/Verbal Skills, Product Demonstration, Progress Reports, Record Keeping, Regulations, Sales Management, Staff Training, Team Player, Testing, Training Program, Training/Teaching
LOCATION
Trenton, NJ
POSTED
11 days ago
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.

About the Company

M

MMC Group