Total 1 Manager Supply Chain job vacancies in Education / Training category in The United States of America

The Call Center Trainer develops and facilitates classroom training programs under the direct supervision of the department manager. The Call Center trainer is expected to assist with continued improvement of current curriculum, policy and procedure updates and the creation of new curriculum as needed to support the Third-Party Services department. The focus of this position is facilitation and delivery of program curriculum for new and existing gov agencies as well as our third-party services client’s performance.

• Delivers approved new hire and continuing education training with emphasis on customer service skills, Third Party Services product and process knowledge, as well as Third Party Services and policies and procedures including all systems training that would require the agents to use
• Collaborates with the management in assisting with the transitioning of agents from the training class to their new/ existing work environment and ensures competency levels meet business needs.
• Developments and maintains associate training support materials, including department policy and procedures.
• In collaboration with management, assists the Quality Assurance team in the quality improvement process.
• Maintains current operational knowledge of workflows, policies, procedures and systems through taking calls, processing inventory, attending team meetings, side-by-side observations and conducting quality monitoring.
• Update the client/ agencies on monthly performance on all matter related to training and QA.
• Collaborate and come together as a team bring both QA and Trainers together in order to create a synergy with the Call Center through daily huddles, weekly and monthly meeting with the intent to achieve SLAs, Quality and Consistency

Requirements:

• Possess and demonstrates strong written and verbal acumen along with excellent communication skills for training delivery, including a dynamic and engaging classroom presence.
• Exhibit customer service knowledge and ability to deliver exceptional customer service.
• Use resources creatively and adjusts to changes quickly and professionally.
• Reads and writes English as demonstrated by clear and concise written and verbal communication.
• Create and delivers group presentations on function-related subject matter and writes reports in a clear, concise form.
• Perform basic Microsoft Office applications such as word processing, spreadsheets, and presentations.
• Possess time management and organizational skills.
• Exhibit analytical and teamwork skills. Displays excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
• Exhibit ability and willingness to work on a flexible schedule.