What are the responsibilities and job description for the Global Training Coordinator position at Gardens Alive?
Description
· Oversees and manages all training programs for the GA Global Contact Center.
· Oversee training process with overseas 3rd party vendor
· Hires, trains and supervises trainers across all 3 sites in conjunction with Site Coordinators
· Oversees new hire training program, as well as implementation of specialized training for agent growth
· Develops/implements training programs for other contact center personnel
· Develops evaluation tools to gauge training effectiveness
· Identify opportunities for improvements to training & floor acclimation process
· Partners with QA and Site Managers on development of the QA coaching function as an extension of training
· Conducts train- the-trainer sessions to keep trainer skills current and observes trainers in action
· Conducts more complex trainings or off-site trainings for company partners & vendor
· Conducts cross center trainings using tools such as Brainshark; web-ex and others to ensure consistency
· Develop a certification process which allows core employees and repeat seasonal to test knowledge as a means to reduce redundant training each season.
· Works toward continued improvement in materials and systems for the betterment of employee & company.
· Seeks out information via the internet on latest contact center training strategies.
· Be a key member of contact center management
· Able to travel as required to India or the Philippines to conduct trainings.
· Be available to travel; training to revolve self and training department to the next level.
Requirements
· Strong systems knowledge and presentation skills.
· Strong problem-solving, research and decision-making skills
· Maintains a positive attitude; strong interpersonal skills
· Organization and time management skills
· Excellent listener and strong oral/written communications skills
· Ability to lead projects and manage deadlines
· HS degree or GED. Some college preferred
Competencies
- Oral/Written Communication Skills – Ability to read and write
- Adaptability – Ability to handle change in routine or work rules, available to accommodate flexible work hours
- Customer Focus – Oriented to serving the customer
- Problem Solving Skills- Ability to use good judgement when making decisions.
- Detail oriented - Strong organizational and planning skills