IDEALFORCE has a contract position available immediately for Support Center Coach/Trainer to join our customer in Phoenix, Arizona. This is an onsite position. Please find below additional details about this job. Kindly respond with your most up-to-date resume if you would like to pursue this opportunity. Client is considering only local candidates for this position.
Position Summary
Client is looking for a Support Center Trainer/Coach and you can contribute to our success by managing, and taking ownership of technical issues until resolved, and creating a seamless customer support experience. The Support Center Trainer/Coach will work with the Support Center Director to develop effective policies, processes, and procedures for various aspects of the call center operations such as training methods for Support Center Specialists including continuing education on new products and services. The Support Center Trainer/Coach will help prepare and improve team members' capabilities and skills in performing daily tasks and special projects.
Act as a mentor for Support Center Director to facilitate support center improvements.
Monitor current support center processes and policies, analyze the results and make recommendations to improve the level of efficiency.
Develop and instill a culture of positivity, collaboration, and customer service within the support center team members.
Design specific training programs to help develop or improve job-related skills of support center team members.
Write procedure manuals and presentations on aspects of support center operations such as call escalation process and general support operations.
Performs other duties upon request.
Bachelor's degree in information technology, management, or related fields
Minimum of 15 years in supervisory roles in technical help-desk call centers
Advanced technical knowledge of databases, networking, web servers, computer hardware and browsers required
Excellent written and verbal communication skills
Strong ability to collect/analyze data and make sound recommendations for improvement
Proven strong problem-solving skills, troubleshooting, and root cause analysis
Knowledge and understanding of personal psychology and group dynamics
Knowledge of the Arizona k-12 school system preferred
Demonstrated ability to use discretion and make sound decisions
Ability to excel in a collaborative and distributed team environment
Ability to work with a minimal amount of direction while being pro-active in keeping their management informed of project related issues
Ability to work under pressure
Ability to respectfully question ideas and share a point of view with others in support of the business requirements and needs
Strong aspiration to learn new technologies
Proven strong relationship-building and communication skills with team members and business users
Ability to maintain confidentiality
- "All your information will be kept confidential according to EEO guidelines". - All candidates who are authorized to work in the US are encouraged to apply. - Candidates must clear the background check prior to commencing the assignment.