Lead - Technical Training
Core
Create and facilitate training materials and deliver training to Customer Service Consultants on customer service skills, client products, and processes.
Role type
Trainer (Customer Service)
Builds
Training programs and sessions for new hires and existing consultants
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
product features
Required skills
Training facilitation, coaching, performance analysis, MS Office (PowerPoint, Word, Excel), English (B2), typing (30 WPM), cultural sensitivity
Preferred skills
Experience with North American customer norms, slang, and mobility terms
Responsibilities
Train new hires in customer service skills, coach consultants on empathy and issue resolution, analyze performance to identify training needs, create positive interactive learning environments