Customer Care Training Assistant - Full Time, Remote

Job Duties & Responsibilities:

• Facilitates formalized training sessions for associates including use of developed teaching aids, course schedules, training records, and adapting training methodologies to improve knowledge transfer and retention
• Serves as one of the primary points of contact for associates and new hires regarding training and onboarding
• Administers and manages on-site reporting of trainee progress, engagement, aptitude, and recommends areas for improvement directly to the trainee as well as to the leadership team
• Coordinates regularly with Trainers and Supervisors to identify needs for new hire training and continuous learning while ensuring certification as specified
• Identify opportunities where specific training would improve the level of service provided to our customer
• Makes recommendations for enhancements to training materials to improve overall call center processes and performance to Trainers
• Stays current with Company systems, tools and initiatives by participating in all company training and communication as appropriate
• Provides coaching to new team members on Readiness Row by actively listening to calls, observing system navigation, and measuring key performance indicators
• Performs other duties as assigned

Qualifications / Core Competencies / Education:

• Thorough knowledge of all systems, procedures, techniques, equipment, operations, standards, and reports that apply to the Customer Care Center
• Minimum of 2 years of experience in a call center environment
• Experience delivering clear and developed content including onboarding, new hire, process updates, and continuing education
• Excellent interpersonal skills that lead and motivate others to meet established customer service levels
• Excellent communication skills – verbal, telephone, listening and written
• Excellent organization and time management skills; ability to handle/prioritize multiple training classes
• Must be computer savvy and able to navigate various computer platforms and sites with a keen attention to detail
• Ability to gather and analyze data from multiple sources
• Modifies training style to accommodate a changing audience
• Must be a self-starter, exercise follow-through and demonstrate professional initiative on any matters presented whether they are inside or outside the normal scope of the role.
• Be able to work independently in a professional manner to identify and ensure achievement of goals within established timeframes
• Must be a team player