Customer Service Trainer

Key Responsibilities:

• Deliver Ongoing Training: Create and facilitate continuous training sessions to existing staff on new products, updates, or skills to improve service quality and efficiency.
• Coach and Mentor (in partnership with Supervisors): Collaborate with Supervisors to identify coaching opportunities and provide targeted feedback and guidance to improve individual and team performance.
• Manage Classroom Activities involving facilitating both individual and group activities, ensuring the training sessions are interactive and effective.
• Communicate learners’ successes and opportunities in real time in a direct, positive manner, and provide corrective action when necessary.
• Develop Training Programs: Create, update, and improve training materials, manuals, and programs tailored to the needs of customer service agents
• Utilize data to guide decision making strategies to improve learner performance in preparation for moving from training to production.
• Make recommendations following the corrective action process for learners up to and including termination for attendance, behavioral, or performance related issues in partnership with Training Manager and HR
• Maintain training records and other administrative tasks as required.

Minimum Qualifications:

• Bachelor’s degree in human resources or a related field preferred. Additional certification(s) in business leadership, eLearning software, or adult education or training is preferred.
• Minimum of 2 years of experience working as a call center trainer or team leader.
• Familiarity with virtual training platforms (e.g., Google Classroom, Adobe Connect, etc). 
• Familiarity with a learning management system (Blackboard, SuccessFactors, Cornerstone, etc.) a plus
• Excellent knowledge of e-commerce techniques and customer service best practices.
• Strong teaching abilities and mentoring skills.
• Effective communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership in a fast-paced and stressful work environment.