Contact Center Training Specialist

Love's Travel Stops & Country Stores•Oklahoma City, OK

About The Position

Welcome to Love's! Our Contact Center is looking for an experienced Training Specialist to assist in the training of training of new employees/agents within the Contact Center. The primary focus will be to conduct new hire training for Customer Service Agents. The Training Specialist will also facilitate continuation training and train on any new systems or procedures. The Training Specialist will be skilled in other departments to support training, continuation training and development within the contact center. They will also work with other trainers and managers in course and/or content development. They will assist in design, implementation, and management of the Customer Engagement Knowledge Base.

Requirements

HS Diploma or equivalent required.
Experience working in a team-oriented, collaborative or call center environment.
3+ years of classroom training experience
3+ years of leadership experience that includes supervisory duties that include coaching & development, disciplinary/performance, and planning.
Hard skills: Computer Skills, Microsoft Office, Customer Service Software, Typing (60+ wpm)
Soft Skills: Excellent written/verbal communication, customer service oriented, ability to learn quickly, self-motivated, team player, attention to detail, thorough follow-up, and ability to effectively multitask/prioritize in a high stress environment.
Presentation skills, leading, coordinating, and implementing training for various work groups including customer service, help desk.

Responsibilities

Conduct training of all newly hired customer engagement agents for their role as a customer service agent –
Assist in the creation of new training material as needed.
Update existing training material due to process or system changes.
Coordinate the equipment set-up and classroom materials for classes.
Administer the attendance policy by being the point of contact for call-ins by agents during training, manage time off requests & attendance tracker (only during training)
Conduct new agent disciplinary meetings with the approval of the Training Manager
Administer knowledge checks to gauge what trainees have learned and what needs additional coaching.
Provide coaching and guidance throughout training.
Responsible for creation, organization, storage, and delivery of Customer Engagement documentation, or other operational documents as prescribed by the Manager of Contact Center Training
Work alongside Training Specialists to ensure that all new systems and procedures are communicated to the Customer Service Team in a timely manner through training or documentation as necessary.
Organize, facilitate, and/or participate in necessary meetings pertaining to new training requests.
Work with the Customer Service team to identify post training opportunities for improvement (i.e., phone etiquette, proper use of tools, process, etc.)
Identify opportunities for skills improvement or continuation training within the department.
Ability to assist Customer Service with in-bound calls when necessary.
Take Customer Service in-bound calls to maintain their skill level and knowledge base.
Other duties as assigned.