*the role*: this role is critical for the organization when it comes to the contact center or servicing team, the position will lead team member in order to train all the new hires from the organization when it comes to the servicing team, this role needs to und lo erstand how to teach and teach how to learn in a very fast way to their direct reports or the agents as well.
*main responsibilities*:- developing call centers or storis product education materials, such as digital presentations, how-to manuals, and instructional videos.- manage the training team members in order to develop their performance and measure effectiveness of the team.- preparing procedures and policies regarding customer service, experice, and appropriate agent conduct.- scheduling and conducting training sessions on various call center (bpos and in house) topics to prepare and support new employees.- training experienced employees on new or updated call center/product procedures to improve their performance.- observing the daily operations of call center (inhouse & bpos) employees and identifying any areas of improvement.- manage and measure the bpos training processes along with providing visibility over the new updates/changes from the clients (stori) side.- liaising with team leaders and managers to conduct on-the-job coachings- measuring the effectiveness of training sessions and preparing individual or team progress reports.- creating and managing the training budget.- ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
*what we are looking for*:- *experience*:+2 years of experience in the role specifically as a contact center training coordinatorexperience working with banking institutions contact centers- *skills and attitudes*familiarity with learning management systems, such as google classroom, blackboard, and schoology.excellent knowledge of sales techniques and customer service best practices.strong teaching abilities and mentoring skills.good communication, interpersonal, and conflict resolution skills.ability to provide leadership to personnel in a fast-paced and stressful work environment.best team player attitude- *bonus points*:additional certification in business leadership, elearning software, or adult education and training is preferred.experienced working or understanding the tech financial industry as a trainer or training coordinator to better understand the culture.experienced working in a startup environment related to financial institutions such as fintech with any kind of products.tipo de puesto: tiempo completosalario: $15,000.00 - $19,000.00 al meshorario:- incluye fines de semana- rotativoprestaciones:- programa de referidostipos de compensaciones:- bono de productividadexperiência:- contact center training coordinator: 2 años (obligatorio)lugar de trabajo: empleo presencial