Customer Experience Lead Trainer

North End Teleservices, LLC•Omaha, NE

14d

About The Position

The Customer Experience Lead Trainer reports to the Customer Experience Manager (CXM). In some cases, the CXM is assisted indirectly/directly by another Training Specialist and/or Supervisor. The Training Specialist is responsible for the overall Training, Learning, and Knowledge experience of North End employees, including making training content, facilitating and administering various training and learning sessions, courses, and refreshers to ensure that employees have the Customer Experience and Training tools & knowledge needed to understand, grow, and execute their position(s).

Requirements

Excellent verbal, written, and interpersonal communication skills.
Outstanding customer service skills and dedication to providing exceptional customer care.
Must be a self-motivator and self-starter.
Focus on quality and customer service.
Solid time management skills.
Must be able to effectively deal with people at all levels inside and outside of the Company.
Creative ability, writing proficiency, and visual graphic design ability.
Ability to multitask and successfully operate in a fast-paced team environment.
Must adapt well to change and successfully set and adjust priorities as needed.
Strong facilitation/communication skills.
Excellent documentation skills.
Customer Experience team members must display and invoke an intermediate supervisory level of Emotional Intelligence in all situations and interactions internal and external of the Customer Experience team; this includes, but is not limited to, individual coaching sessions, training sessions, team meetings, intradepartmental meetings, client meetings, any form of external meeting or company interaction
Must be able to lead small to large groups via various platforms and methods in a professional and knowledgeable manner
Ability to maintain professional composure at all times.
2-3 years of prior adult training or teaching experience.
2-3 years of contact center experience.
3 years of training development experience.

Nice To Haves

1 year of front-line leadership experience, preferred but not required

Responsibilities

Responsible for developing, documenting, and maintaining client operating procedures, training documentation, and any content related to the procedural learning of North End employees.
Conduct and periodically review contents of training of new employees, including soft skills, general customer service skills, listening skills, de-escalation skills, and contact center policies and procedures.
Develop and conduct training and learning sessions for new and existing employees to help prepare them for their positions and North End career and/or cross-department roles.
Use trending data from the Quality group in CX, Operations, and other functional areas to create and improve performance and then create one-on-one or group training to resolve training discrepancies.
Responsible for overseeing the CX team and managing all day-to-day team functions and operational workflows.
Evaluate client's training requirements and establish training goals/completion milestones.
Participate in and conduct "Train the trainer."
Assist in the selection process of potential candidates.
Manage and coach employees during onboarding and new hire process.
Work with team to develop and facilitate motivational activities for employees.
Assist in developing cross-departmental training materials and SOPs, as required.
Perform other duties as assigned.