What are the responsibilities and job description for the Call Center Trainer - Bossier City position at YoungWilliams PC?
Summary of Position
The Call Center Trainer will be responsible for developing and conducting product 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 is in compliance with contractual and state requirements. Additional responsibilities include revising or drafting scripts and materials as training issues arise, and ensure that all materials are reviewed by management.
Essential Job Requirements
- Review system and agency statistics regarding performance reports
- Monitor trainee's performance and provide feedback, adjust training plan as needed
- Identify training needs and work with the Management Team in developing individual and/or team training plans.
- Meet regularly with Deputy Project Manager, QA Manager and Supervisors to identify problem areas and trends
- As training needs are identified, update/maintain call center scripts and procedures as necessary
- Ensure all management staff has reviewed and State Liaison has approved prior to distribution to staff
- Update/maintain call center intranet site as needed
- Update/maintain rep totals performance statistics as needed
- Assist call center management with special, on-going or other projects that are important to area/process improvement
- Identify business workflows and implement process changes for continued improvement
- Works closely with the Deputy Project Manager to monitor Customer Service Representative's accuracy, efficiency and productivity
- Mentor staff on ways to find the answer to the callers question the most efficient way possible
- Promote company initiatives and programs and assist CSR's maximizing opportunities available to them
- Responsible for creating a positive and supportive work environment by supporting the Company's open door policy and by maintaining a professional demeanor under stressful circumstances
Required Education
A Bachelor's Degree in Education, Training or other related discipline or equivalent experience
Required Exprience
- Previous training and product experience or one year related training experience
- One year Child Support experience is required
Required Skills
- Must have excellent oral and written communication skills
- Must posses the ability to consistently generate results and meet deadlines with a high level of credibility, integrity, professionalism, customer service and motivation
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