What are the responsibilities and job description for the Contact Center Trainer position at YoungWilliams PC?
Summary of Position
The Trainer is responsible for developing and conducting child support training programs for employees. This position will also be responsible for developing training materials for new project staff and ensuring that the material trained complies with contractual and state requirements. Additional responsibilities include revising or drafting scripts and materials as training issues arise and ensuring that all materials are reviewed by management.
Essential Job Requirements
- Reviews system and agency statistics regarding performance reports
- Monitors Contact Center trainees’ performance and provides feedback, adjusts training plan as needed
- Identifies training needs and work with the Management Team in developing individual and/or team training plans
- Meets regularly with Project Manager, QA Specialist and Supervisors to identify problem areas and trends
- As training needs are identified, updates/maintains contact center scripts and procedures as necessary
- Ensures all management staff have reviewed, and State Liaison has approved prior to distribution to staff
- Updates/maintains contact center intranet site as needed
- Assists contact center management with special, ongoing, or other projects that are important to area/process improvement
- Identifies business workflows and implements process changes for continued improvement
- Works closely with the upper management to monitor Customer Service Representatives’ accuracy, efficiency and productivity
- Mentors staff on ways to find the answer to the caller’s question in the most efficient way possible
- Promotes company initiatives and programs and assists CSRs in maximizing opportunities available to them
- Regular and timely attendance
- Other duties as assigned
Required Education
Bachelor’s Degree in education, training, or any other related, equivalent experience.
Required Experience
- Previous training and product experience, or one-year related training experience
- A minimum of one-year Child Support experience is required.
