We are looking for a Contact Center Training Managerto manage and shape the curricula and teaching processes for contact center agents and supervisors by conducting seminars and interactive courses.
Contact Center Training Manager responsibilities include produce and developing educational material and organizing training sessions for new and existing agents with verbal and written communication skills to comply with knowledgebase and its changes, as well as work closely with Divar teams to apply the board's rules and regulations.
If you’re familiar with teaching soft skills like negotiation and problem solving, we’d like to meet you.
-Designing and generating digital and print training material (e.g. videos and manuals products such as text book, test and practice content)
-Accompany in the learning and evaluating process of new agents and supervisors to ensure new hires take on basic training courses (e.g. Divar Knowledge base, contact center process, responsiveness standards and soft skills)
-Educating call center agents and supervisors in call and ticket categories for new and existing people in schedule regular training sessions by taking input from quality control section
-Ensure that all agents are qualified and trained perfectly by defining scoring system and passing score
-Create support processes, response flows, update and modify it in case of product changes or finding issue in response quality control process
-Defining response standards (soft skills) by getting input from quality control section and giving output to it
-Providing learning or coaching opportunities, and taking corrective action, if necessary
-Identify and escalate priority issues and collaborate with leads by providing constructive feedback
-Refer unresolved customer matters to related departments for further investigation
Answering questions regarding best practices or difficult calls
-Work experience as a Call center Trainer or similar roles
-Call center related Leadership experience
-Being familiar with call center process and the best training platforms (online& offline)
-Ability to coach and motivate people and evaluate their performance
-Familiarity with interactive learning activities
-Verbal and written communication and presentation skills, Excellent problem solving, leadership, and team