Key Responsibilities: Planning & Monitoring Process - Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
- In cooperation with HR Department, creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills.
- In cooperation with HR Department and Quality Assurance team, determines training needs by observing service encounters; studying sales, technical, service and customer experience results reports; conferring with management.
Operational Excellence Process - Thorough understanding of competition within industry, reservation System, CRM System and new services launches, prepares new agents by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training for an accelerated performance growth and engagement.
- Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Engages in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
Customer Satisfaction Process - Foster open communication with Supervisory and Quality Assurance team and actively strive to develop strong working relationships with all call center personnel.
- Demonstrate the highest standards of ethical and professional conduct in dealing with new employees.
Innovation Process - Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
|
