Position: Contact Center Trainer
Company: Upclick (an Avanquest company)
Category: Other
Experience required: 1y
English level: upper

Reporting directly to the Contact Center Manager, you will be responsible for maintaining & creating new training/methodology documentation and delivering training to all Contact Center teams.

What we’re looking for:
-Self-organized and result-oriented professional, requiring minimal 
 supervision;
-Naturally empathetic with a high level of emotional intelligence;
-Highly motivated with the ability to motivate others;
-Upper-Intermediate English, both spoken and written;
-Good knowledge of Microsoft standard packages - Word, Excel and 
 PowerPoint;
-Excellent Customer Service skills;
-Excellent communication and presentation skills;
-Excellent judgment, helping nature.

Will be an advantage:
-Second language, both spoken and written;
-At least 1-2 years in the company;
-Knowledge of Learning Management Software (LMS);
-Additional certification in training or experience in writing and delivering 
 classroom-based training;
-Ability to travel.

Responsibilities:
-Aid in organizing and structuring internal pieces of training to support the 
 new Contact Center Progression structure;
-Identify missing materials & create training documentation:
1. Develop educational materials (e.g. videos and manuals) by 
    collaborating with other departments;
2. Provide recommendations on the external knowledge base content.
-Deliver onboarding training for new agents; provide feedback to 
 Supervisors and management on agents and new hires;
-Conducting regular training sessions for all internal contact center teams 
 across all offices on existing and new procedures and services;
-Drive consistent training and operational standardization across all teams;
 1. Create & maintain a mapping of all internal procedures and workflows.
-Identify departmental needs in training/coaching sessions based on the 
 staff performance and departmental trends;
-Assess the impact of each educational course on staff performance and 
 client satisfaction.

Did we spark your interest? Get in touch and let’s talk!