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Contact Center Trainer Jobs
Company | HomeSafe Alliance |
Address | Honolulu, HI, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-09 |
Posted at | 9 months ago |
Title
- As a SME, assist with the build out of and continuous updates to the Knowledge Management system which will provide the ultimate source of truth for information needed by Customer Care and others to provide accurate and timely information to customers.
- Quickly become a Subject Matter Expert (SME) in all facets of the move processes: DoD regulations, service member entitlements, shipment documentation, support systems.
- Collaborate with Quality Assurance, Customer Experience, and Employee Experience teams to identify performance and effectiveness gaps and implement solutions, including ad hoc training, curriculum enhancements, and improvements in knowledge resources.
- Assist with training development and updates as needed.
- Facilitate training for new hire onboarding, job skills, systems and tools, process, policy, and tool updates, and ad hoc training to refresh skills and close knowledge gaps.
- Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.
- Assure interactive, participative learning environment that supports all learning styles and abilities.
- Evaluate and reflect on each training module, class, and post-training learning assessment and provide recommendations for improving effectiveness.
- Assist with Individual Development Plans and on-the-job training as needed.
- Other duties as assigned.
- Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.
- Consistently and effectively deliver all training to contact center employees through virtual classroom, self-directed, and formal/informal collaborative learning environments.
- 3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually
- Ability to quickly learn, retain, and teach complex subject matter
- Experience with Microsoft Office Suite to include Word, Excel, PowerPoint, Outlook
- Knowledge of principles, methods, and practices of adult education/training
- Excellent interpersonal skills
- Effective presentation and facilitation skills
- Strong verbal and written communication skills
- High School diploma or GED
- Experience with military or relocation moves
- Military experience and/or immediate family member of a military member while active duty
- Experience with Knowledge Management systems
- Experience developing training curriculum
- Experience working in a multi-channel contact center environment
- Bachelor's degree preferred
- Employee Support program
- Family Support: Bright Horizons, child and elder care services
- TRICARE Supplement Plan
- Teladoc Medical Experts, second opinion program
- Travel Accident & Medical
- 401(k)
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Voluntary Benefit Plans
- And more!
- Medical, Dental and Vision Insurance.
- Health and Wellness Programs
- Disability, Life and AD&D insurance
- Medical, Dental and Vision Insurance.
- TRICARE Supplement Plan
- And more!
- 401(k)
- Family Support: Bright Horizons, child and elder care services
- Disability, Life and AD&D insurance
- Health and Wellness Programs
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- Travel Accident & Medical
- Voluntary Benefit Plans
- Employee Support program
- Teladoc Medical Experts, second opinion program
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