Customer Care Center Trainer

JOB-2216

Hybrid

Duration: 12 months contract-to-hire

The purpose of the Trainer Customer Care Center to deliver and train in person, virtual and e-learning training modules to current Customer Care Center Management, CCC Operation Support and Customer Service Representatives, as well as all new hires in the training program. Training scope includes, but is not limited to, call management skills, care center and utility business, customer information systems e.g. CIS/DIS, business processes related to call handling, scripting, job aids, back-office work, web self-service, CHAT, technology enhancements and regulatory processes. This role also makes final determination on employee training and work readiness/progression status and provides supporting documentation to CC Management Team.

Required Qualifications for Position

· High School Diploma and 3 years of Training or Facilitation experience.

· Written communication experience.

· Computer skills, including, but not limited to PowerPoint, Excel and Microsoft Word; as well as experience with Teams.

· Ability to travel.

· Excellent training capabilities including verbal, written, interpersonal and presentation skills with emphasis on being able to convey complex business process or technical ideas effectively to trainees.

· Ability to assist in troubleshooting, presenting workable solutions and implementing process/policy changes via training.

· Ability to collaborate to meet common business objectives.

· Able to deal with conflict.

· Self-motivated, relationship builder.

· Ability to manage multiple priorities and deadlines in a fast-paced environment.

· Results driven.

· Strong work ethic.

· Ability to administer Customer Care Center guidelines.

· Ability to develop and create innovative training solutions.

· Verbal communications skills including listening, persuading and instructing.

· Speaks and presents with impact.

· Strong planning, time management and organizational skills.

· Ability to problem solve, make sound recommendations and decisions.

· Demonstrated success in a teamwork environment.

· Knowledge of adult learning/behavior change methods

· Ability to work outside business hours as needed

Preferred Additional Qualifications for Position

· Course design and development experience.

· Working knowledge of e-learning software such as Captivate, etc.

· Professional Training Certification/Specialty certification.

· Bachelors in communication or related field

Responsibilities:

Essential Functions

· Deliver/conduct Care Center business process training to Customer Care Management, Operation Support Team, Senior Agents, and Customer Service Representatives.

· Manage and direct the work of trainees by monitoring, tracking, and reporting on trainee performance while in training, including capturing performance documentation such as attendance, behaviors, test scores, etc. and reports overall performance to CC Operations

· Provides 1-2-1 new hire training assessment (test) reviews and coaching along with support OJT activities.

· Classroom management including addressing classroom distractions, technology issues, behavioral issues, etc.

· Continuous enhancement of training by using feedback to constantly improve and develop a culture of learning.

· Support efforts in conducting training needs analysis to address job performance problems by consulting with Care Center Managers and Team Leads on training problems and solutions.

· Supports content review efforts and collaborates with the Quality Assurance Specialists and CCC Support Specialists in the continued development of the CSR Call Aid as the central repository for care center business process information and allows for its use as a key training tool.

· Maintain an accurate training record system for all care center employees including training completion by training courses and/or user.

· Develop and maintain excellent relationships with the Customer Care Center Managers, Team Leaders, Operations Support Group and Management Team

Members with focus on significant interaction with the Quality Assurance Team members, and other CCC Support, CCC Operations team members, and business partners for the purpose of ensuring that all care center processes are integrated appropriately.

MWResource offers medical, dental and vision coverage through Capital Blue Cross, short- and long-term disability coverage, employer paid life insurance, and participation in the MWResource 401K plan for US based consultants.

MWResource does not discriminate based on race, gender, color, religion, national origin, age, disability, veteran status, or anything else that makes you part of any group.

Candidates must be authorized to work in the United States.

Candidates will be required to pass a background check and drug screening.

Please note we are not open to outsourcing our recruitment needs.