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Call Center Training Specialist
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$44,500 - $66,700 a year
Full-time
- Train and develop agents at all levels to achieve high performance, exceptional member service, and problem-solving and de-escalation skills.
- Create and maintain on-the-job training materials for new agents and the training schedule.
- Work closely with the Call Center Manager to ensure proper onboarding for new agents.
- Create and conduct in-depth training for new agents, including onboarding in conjunction with the Manager/Supervisor, training schedule, trainer/trainee questionnaire, training curriculum, and live monitoring and shadowing
- Works with Call Center Manager and Supervisors to support & conduct refresher training and ongoing training of existing agents in systems knowledge, call quality, product knowledge, lending, sales techniques, time management, de-escalation and problem-solving skills, processes and procedures
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