Call Center Trainer - MMC Group
Trenton, NJ
About the Job
Customer Service Trainer
Summary/Objective
The Customer Service Trainer position is responsible for developing and conducting employee training programs for the organization.
Essential Functions
- Conducts customer service training as well as training in other various areas (including personal development skills).
- Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
- Formulates teaching outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
- Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.
- Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
- Tests trainees to measure progress and to evaluate effectiveness of training.
- Reports on progress of employees under guidance during training periods.
- Maintain trainee records.
Competencies
- Customer/Client Focus.
- Learning Orientation.
- Communication Proficiency.
- Technical Capacity.
- Teamwork Orientation.
- Planning/Organizational Skills.
- Presentations Skills.
Supervisory Responsibilities
- Supervise Account Managers and CSRs (customer service representatives) in a training environment.
- Responsible for the overall direction, coordination, and evaluation of this unit.
- Oversee company reps, acting in the role of “training instructor” for a specific training issue or initiative.
- Carry out supervisory responsibilities in accordance with the training department procedures.
- This job operates in a professional office environment.
- This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Requirements
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear.
- The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m.
Source : MMC Group
