What are the responsibilities and job description for the Temporary - Call Center Training Coordinator position at Sharpened Image?
Our client is seeking a Temporary Training Coordinator for a Call Center located in Middle River, MD for a project based assignment.
Approximately 3-6 months.
Job Summary : Develops, implements, and / or modifies training programs to ensure maximum effectiveness of call center / customer service personnel. Expectation is that the Training Coordinator has a strong aptitude in the following areas but not limited to with the ability to clearly communicate their expertise in these required areas when interviewed :
Essential Duties and Responsibilities : include the following. Other duties may be assigned.
- Designs and develops new training courses for existing applications including preparation of training materials i.e. : manuals, quick reference guides, audio-visual aids, computer help-screens, etc.
- Maintains statistics and records of the training materials and content covered with each group and / or individual trained.
- Assists in the ongoing improvements to and coordinates delivery of New Hire Orientation sessions.
- Tracks and reports training statistics utilizing Excel, SQL or other reporting programs.
- Identifies and retrains staff for improved performance.
- Manages the ongoing training requirements for the customer service staff, ensuring a focus on employee engagement and customer satisfaction.
- Focused on continuous process improvement and quality assurance.
- High focus on employee retention.
Education : High School Diploma or general education degree (GED) required, Associate's degree (A.A.) or equivalent from two-year college or technical school preferred.
Required Skills :
Desired Skills :
