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Training Specialist

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Location: Columbus, OH, United States -
Job ID: 1081729
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: May 23, 2019

Customer Care Training Specialist

Job Duties & Responsibilities:

  • Develops and facilitates formalized training sessions for associates and leadership including development of teaching aids, course schedules, maintaining training records, and adapting training methodologies to improve knowledge transfer and retention
  • Serves as one of the primary points of contact for leadership and associates regarding training
  • 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 managers and department leadership to identify needs for new hire training and continuous learning while ensuring certification as specified
  • Works with leadership to identify opportunities where specific training would improve the level of service provided to our clients
  • Makes recommendations for enhancements to training materials to improve overall call center processes and performance
  • 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 designing and facilitating successful training, ideally in a call center environment
  • Lesson and curriculum planning skills
  • Experience delivering clear and concise 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 projects
  • 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

Job Title: Training Specialist
Location: Columbus, OH, United States -
Job ID: 1081729

J.C. Penney Company Inc.
Plano, Texas

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