XTN-8949902 | TRAINING AND DEVELOPMENT SPECIALIST

The Training and Development Specialist/Coach creates, develops, and conducts training programs for employees, including new hires and recurrent training of Contact Center Specialists. The role also provides support, performance management, and on-going development of contact center agents.

Requirements

• Applies adult learning principles to design, develop and deliver training
• Effectively uses the appropriate delivery mode including instructor led, eLearning, group discussions, virtual classroom, etc.
• Maintains records of training and development activities
• Evaluates program effectiveness through assessments, surveys, and feedback
• Maintains knowledge of the latest trends in training and development
• Effectively uses technology to aid training development and management
• Coaches and motivates team to provide excellent customer service
• Handles escalated complaints/issues using good judgment, business savvy and excellent customer service
• Ensures administrative responsibilities are completed
• Partners with business stakeholders and participants to communicate expectations and report out on progress