Identify training and development needs within customer experience through job analysis
Evaluate training and development programmes
Designing and expanding training and development programmes based on the needs of the organisation and the individual/agent monitoring and reviewing the progress of trainees through questionnaires and discussions with superiors
The day-to-day activities:
Conducts the full scope of activities required to deliver new hire and on-going training for Customer Experience personnel. On-going training classes include soft skills training, process training, and product training. Audience is comprised of employees and supervisors as needed.
Ensures all class objectives are achieved and learning curve performance metrics are achieved according to pre-defined plan.
May design and develop training materials and curriculum. Recommends additional learning materials as appropriate.
Conducts evaluations and develops new programs to address individual, departmental, or company needs. Researches and develops program content to achieve specific objectives for each program. Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum.
Adapts existing programs to suit various audiences.
Reviews and updates policy and procedure manuals.
Assesses employee training needs and provides feedback to management.
Maintains internal department and external class training records.
Coordinates all assigned projects, ensures projects are completed by target deadlines, and provides project status updates to management.
May need to work on varied hours based on business needs.
The must haves:
At least 2 years of experience in the customer service industry; preferably in a Contact Center
Excellent written and spoken communication skills
Good command of the English language
High knowledge of the company's products, services and business operations (If internal applicant)
Project coordination experience preferred
Advanced presentation, interpersonal, time management, and organizational skills
Strong training program design experience
Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
Ability to work both independently and in a team environment
Strong ability to utilize MS PowerPoint, or similar platforms in creating Instructional Design materials as a learning medium
