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Trainer (Contact Centre)

Summary Sheet: Call Center - Customer Service

Advertiser NameConvergys AmsterdamAdvertiser Type:Agency
Classification:Call Center - Customer ServiceSubclassification:
Language:English - United Kingdom (en-GB) Contact Name:
Employment Type:PermanentWorkhours:Full Time

Position: Trainer (Contact Centre)

Description: Essential Functions Core Responsibilities Responsible for day to day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations Utilize effective presentation and facilitation skills including creative training techniques and adult accelerated learning techniques using a variety of training delivery modalities in a classroom environment Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities Accountable for achieving individual training performance metrics Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required) Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations Ensure effective, consistent communication with managers, peers, and other resource groups, including day to day informal interaction with clients May support Instructional Design team in designing and developing training materials for various instructional delivery methods including computer based training, interactive, classroom training, and written job aids Measure the effectiveness of training programs using various feedback methods focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation Recommend curriculum modifications to Training Manager Supervisor on the basis of internal customer feedback and or Training Needs Analysis Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

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