Customer Care Training Consultant

JOB DESCRIPTION:

The Customer Care Training Consultant will be responsible for the overall coordination and execution of the contact center training material development. The TC will also coordinate and facilitate train the trainer classes, develop surveys, and perform evaluations that focus on an improved customer experience.

Scope of Responsibility:

Assist with designing a qualification program for contact center training (LMS based)
Content development for wireless product and process training (Virtual and Classroom based)
Share management of LMS system (Content Management, Vendor Access, Reporting)
Assist with product and system training for various wireless product lines
Responsible for conducting new product integration training and communications (where applicable)
Drive learning to improve contact center process and soft skills training in all customer-facing functions.
Deliver virtual agent communications as applicable
Develop and distribute surveys and evaluations on training facilitation and content
Calibrate with Ops and Quality Team on training requests or enhancements
Assume ownership of assigned areas of analytic work
Working with internal and third party teams to align expectations and output
Create and own model for resource forecasting and actual tracking models
Work with multiple groups to define key reporting metrics
Coordinate business reviews with cross functional teams, project manage action items through resolution.
Proactively work identifying and resolving issues that present risks to on-time implementation of programs or projects
Communicate and report to managers and stakeholders status and issues and risks of projects

SKILLS:

SKILLS/QUALIFICATIONS:

Bachelor's Degree
4+ years experience in evaluating training and development programs
3+ years experience with operating an LMS or CBT (computer bases training)
ADDIE Model comprehension and experience
Comfort and ease with change management
Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct training documentation
Experience within telecommunications industry a plus
Contact center experience a plus
Fluent in multiple languages a plus
Experience with CRM tools and functionality, Oracle a plus.
Customer Experience background and expertise-managing to a quality customer experience
Call center quality experience- monitoring calls, training on quality/soft skill opportunities
Understanding of how to drive quality customer interactions through training and process implementation
Experience with process/policy creation, deployment and management with a customer facing business