Trainer
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Designs and delivers onboarding and ongoing training, ensures employees are knowledgeable on systems, policies, and customer service standards, and supports skill development.
- Primary training lead for new hires
- Owner of the training strategy for new hire and tenure populations
- Supports leadership team by meeting training needs
- Partners across the department to support tenure trainings alongside supervisors and team leads
- Phone support in periods of high call volume as a contingency lever
- Supports new hires after the finish training
- Side by sides and on the fly coaching
- Quarterly refresher trainings
Key Skills & Competencies
Department Phone Customer Satisfaction: 85%
Department Adherence: 90%
Regular meetings to go over Speech Analytics
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Strong interpersonal skills, with experience training, mentoring and coaching individuals of varying skillsets
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Beyond this Role
Common Next Roles
Workforce Analyst
Project Manager
Supervisor
Similar Roles
Coming soon!