Job Description
'State of the Art' Call Center in Odessa, Texas has an immediate opening for a new team member. Our Training Specialist can be described as our ' Director of First Impressions!'
This position is responsible for the 1st true experience of the Telvista culture. We are seeking a strong candidate with a proven successful history in training. We are looking for the person who understands the business side of training as well. This person must have an independent work habit, be a team player, be flexible and work well with all levels of management as well as customers.
This position is in Odessa, Texas.
Must have solid experience in class room training (adult education/learning delivery method preferred).
Must have Call Center background.
Must have intermediate to advanced skills in MS office applications (Word, Excel and PowerPoint).
Curriculum development is a big plus.
We are looking for a creative thinker with strong client interface experience in our Odessa, Texas location.
Job Summary: Trains employees regarding contact center policies and procedures, basic job skills and client-contract specific requirements.
Duties and Responsibilities include the following. Other duties may be assigned.
- Delivers new hire and refresher training which includes classroom and on the floor training.
- Conducts various training sessions to meet client needs (e.g. on-the-job, customer service, systems enhancements, sales techniques, refresher, technical, retention programs, policy and procedures changes, etc.).
- Updates training materials per client requests and contract requirements.
- Participates in needs-analysis studies to help determine training needs within the organization.
- Reports on progress of employees under guidance during training periods.
- Assesses trainees to measure progress and to evaluate effectiveness of training materials and program.
- Assists with the development and delivery of communication tools needed for the operation.
- Participates in the administration and implementation of training programs.
- Revises and/or recommends revisions to the training curriculum and suggests improvement to the process.
- Supervisory Responsibilities: Directly responsible for all supervisory duties for employee trainees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Job Requirements
Skills/ Requirements
Qualifications: The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
Travel: May be required for this position as business needs dictate.
Computer Skills: To perform this job successfully, an individual should have proficiency in word processing and presentation software.
Education and/or Experience: Previous experience in a call center and two or more of the following: Bachelor's degree (or equivalent education); at least one year of previous training experience; more than one year experience as a call center customer service representative or more than one year experience in a call center mentor, lead, or quality assurance position. Verizon contract experience preferred.
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