Trainer (Customer Service)

Location: Akron, OH

Department: Training

Type: Full Time

Min. Experience: Mid Level

Job Responsibility Overview

Direct Reports: Agents/Trainees

Reports to: Operations or Training Manager

RESPONSIBILITIES OF POSITION:

It is understood the preceding is not a fully inclusive listing of duties as all duties and responsibilities are subject to change at any time.

  • Train new hire training classes of approximately 10-30 agents
    • Perform new hire orientation(s)
    • Instill positive, professional, and performance driven atmosphere
    • Instill cultural values and standards
    • Train new hires on policies, procedures, and techniques
    • Adhere to training curriculum and daily lesson plans
      • Fully prepare agents on expectations for performance and behavior throughout training, tank, and production
    • Fully prepare and educate new hires on basic contact center business models
      • “Call center 101”
        • AHT, aux, attendance, service level as it relates to performance and financials
      • Train why each KPI is important and how each is related to our business model and client account expectations
        • Productivity, AHT (talk, wrap, hold), CSAT, NPS, Service to Sales, QA, ATR, FCR, XFER%, Kickbacks, avoidable escalations and other miscellaneous coaching opportunities
  • Manage agent coaching and development
    • Instill glide path goals and timeline to proficiency expectations
    • Develop employee self-sufficiency
      • Train on all available resources (i.e. Edgehealth, Kaybus, TrackOne, SoundTrack, etc.)
    • Create job aids and tutorial materials as dictated by business need, product updates, process changes, etc.
    • Responsible for curriculum revisions as necessary deemed by product updates, process changes, and or current trends/issues
    • Responsible for the optimum proficiency and performance of all agents who complete and graduate from each training class up to 90 days
  • Train additional lines of business to tenured employees as dictated by business need
    • Train additional lines of business - Video, Telephone, Billing, Data, and other potential opportunities not listed
    • Train agents and supervisors on processes, policies, procedures, and techniques of additional lines of business
    • Key performance indicators for assigned agents include but are not limited to:
      • Productivity, AHT (talk, wrap, hold), CSAT, NPS, Service to Sales, QA, ATR, FCR, XFER%, Kickbacks, avoidable escalations and other miscellaneous coaching opportunities
  • Manage, analyze, interpret and apply TrackOne and other reporting tool information
  • Identify, implement, and track KPI goals and progress
    • Prepare agents for the production floor by  meeting performance goals
      • Daily coaching sessions on performance
      • Teach agent to analyze/interpret TrackOne statistics
    • Fulfill all employee development and coaching plans
    • Prepare agents to pass practical examination and meet tank graduation requirements
  • Responsible for timely administration and submission of proper disciplinary documentation to agents and HR when necessary, including but not limited to:
    • Attendance and hour tracker for all pre-planned cross trainees
    • Company/Client policy
  • Based on business and educational/coaching need, may be required to perform TBD amount of main gate phone time on a weekly basis
  • Assist with floor support, main gate, and escalations when necessary
  • Responsible for limiting avoidable attrition
    • Responsible for timely completion of all necessary termination documentation
  • Responsible for getting to know team members on an individual level
    • Familiarize his/herself with agent professional and emotional needs
  • Performance will be largely measured on, however not limited to:
    • All KPI’s as associated with company goals and/or improvement
    • Agent preparation and proficiency for production
    • Retention of knowledge from classroom training and tank to production
    • Positive survey scores/responses following training courses
    • Avoidable attrition
    • Team productivity
    • Documentation completion and timeliness
    • Feedback from employees trained
    • Attitude and professionalism
      • Contribute to the positive morale of the call center
      • Including but not limited to impulsive comments and actions
  • Maintain open lines of communication with all related departments based on current trends or issues
    • Maintain open lines of communication with supervisors regarding new employee focus levels
  • Ensure call center cleanliness and training classroom organization

GOALS OF POSITION:

  • Meet Company/Client Performance goals on Account i.e. NPS, CSAT, QA, AHT, Lost Labor, Attrition
  • Create and maintain positive performance driven educational atmosphere
  • Set tone for PlusOne as a desired place of employment with opportunities for advancement
  • Develop successors for your position
  • Ensure agent long and short term goals are being consistently achieved

DUTIES SUMMARY:

This position will be responsible for ensuring effective and efficient supervision and training is in place within the specific project of responsibility. The holder of this position will be responsible for the effective development of all agent and support staff.

 

COMPENSATION

Commensurate with experience (Hourly)

 

Schedule Requirements:

  • 42.5 hours per week (including break and lunch)
  • Must be fully prepared at the scheduled start time of each shift
  • It may be necessary to arrive prior to the start of his/her shift and stay beyond scheduled hours
  • May be required to change his/her work schedule without notice to ensure the success of the program he/she is running
  • In the event the project will be short staffed trainers may be asked cover the shift and perform the duties of the missing staff members
     

EDUCATION/SKILLS/EXPERIENCE

Education Requirements

  • Some College Experience Required – Bachelor’s Degree Preferred

Skills & Experience

  • Must have prior Cable Experience (Telephone, Internet, Billing or Video Tech)
  • Must have prior Training Experience in Customer Service
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