Trainer, Customer Care

Description

We are seeking an enthusiastic and experienced Customer Care Trainer to join our dynamic team. In this role, you will be responsible for delivering, designing, implementing, and evaluating training programs that enhance the skills and performance of our Customer Care call center representatives. You will play a crucial role in ensuring that our team provides exceptional service to our customers by equipping them with the knowledge and tools they need to excel. 

Requirements

Essential Functions and Responsibilities

• Training Program Development: Design and develop comprehensive training programs and materials for new hires and existing staff. Ensure that all training content is up-to-date with company policies, industry standards, and best practices.
• Conduct Training Sessions: Facilitate engaging and interactive training sessions for new employees and ongoing development workshops for current staff. Utilize various teaching methods to cater to different learning styles. 
• Assessment and Evaluation: Monitor and assess the effectiveness of training programs through evaluations, feedback, and performance metrics. Make necessary adjustments to improve training outcomes and address any identified gaps. 
• Onboarding Support: Guide new employees through the onboarding process, ensuring they are familiar with company systems, procedures, and culture. Provide continuous support and mentorship to help them integrate smoothly into their roles. 
• Performance Tracking: Track and analyze trainee performance, providing and receiving regular feedback and coaching to help employees meet and exceed performance standards. 
• Collaboration: Work closely with Customer Care leadership and managers to identify training needs and ensure alignment with departmental goals. Provide insights and recommendations for improving overall team performance and customer satisfaction. 
• Documentation: Maintain accurate records of training sessions, attendance, and progress reports. Prepare and present training reports to management as needed. 
• Continuous Improvement: Stay current with industry trends, best practices, and emerging technologies to ensure training programs remain relevant and effective. Participate in ongoing professional development to enhance your own skills and knowledge. 
• Aid in recruiting efforts for new hire classes and staffing needs. This includes calling and scheduling interviews with leadership for potential candidates.

Minimum Qualifications       

• Education: Bachelor's degree preferred, or a related field is preferred. 
• Experience: Minimum of 1 year of experience in a training role within a customer service or call center environment. Previous experience in a leadership or supervisory role in a call center environment is a plus.

Skills

• Excellent presentation and communication skills, with the ability to engage and motivate diverse audiences. 
• Strong organizational skills and attention to detail. 
• Proficiency in using training software and tools. 
• Ability to analyze performance data and make data-driven decisions. 
• Strong interpersonal skills and the ability to build positive relationships with trainees and colleagues.
• Flexibility to adapt training methods to meet varying needs. 
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment 

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• Travel: This position does not normally require overnight travel.

Physical Requirements

• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds; and walking and standing for long periods of time to support team members.

Salary : $50,000 - $60,000