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TeleTech @Home - Trainer
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TeleTech @Home - Trainer
Company: Englewood (TTEC)
Location: Englewood
Posted on: March 24, 2007
Job Description:
TeleTech - one of the world's foremost providers of customer management solutions is seeking talented, high impact leaders to support one of its emerging business segments. These leaders will be engaged in launching and delivering a new program around customer care management using remote employees. These remote resources will work securely from their homes or other non-traditional settings, and will support some of best known companies in the world. With this solution and innovative approach, TeleTech@Home will provide the highest levels of quality, flexibility, and specialization to its customers. Read on to learn more about the key roles available with this exciting and emerging Team at TeleTech@Home.
The Trainer is responsible for ensuring client satisfaction through the management and delivery of the Initial Training Program (ITP) mending and implementing solutions, and delivering and evaluating client specific training to meet project goals.
DUTIES AND RESPONSIBILITIES:
- Works to maintain the best paid-to-billable hours
- Understands how to creatively position up training to meet non-billable training requirements
- Maintains classroom costs and keep controllable costs to a minimum within the training department
- Works with the Operations Manager, Operations Supervisor, Business Communications Specialist and HR to provide coaching to meet the client's deliverables, i.e. quality, customer satisfaction and performance objectives
- Takes ownership of training / projects assigned, including coordination of supplies, equipment, and training materials. Takes a leadership role from conception to completion.
- Reviews and analyzes client's training materials and recommends necessary changes to provide increased effectiveness. Works with clients to incorporated the changes. Instrumental in testing systems and continually updating training materials as new products are added.
- Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes adjustments as needed
- Provides training and prepares CSRs to meet their Quality Assurance Scores and Customer Satisfaction Index rating which in turn impacts customer retention and growth
- Consistently demonstrates ability to meet and exceed client metrics in their personal performance. For example, taking monthly calls and meeting quality's expectations, attending internal and client calibrations, etc
- Ensures TeleTech's policies and procedures are administered honestly, consistently, and with sound judgment
- Determines training needs for client-based programs by working with Training Support Services, Operations, and Client to analyze the training needed to meet the project requirements. Delivers training to meet the clients standards
- Assists Human Resources in delivering the new hire program. Develops and delivers up-training to meet the site requirements
- Coaches and counsels agents as necessary to ensure their success
- Performs supervisor duties within the virtual training environment, acting as students' supervisor while in training. This would include maintaining performance and attendance records, making recommendations for post class tutoring, rotations into Nesting/ Academy Bay, and up to and including recommendations for termination
- May act as floor/ operations supervisor for periods, depending on the needs of the program. They would be fully accountable for the team's performance including coaching and counseling.
QUALIFICATIONS:
- High school diploma, College degree preferred
- Experience in a customer service environment or related position, preferably in a teleservices or telecommunications company
- Technical instructor in an Instructor-led classroom experience is required
- Supervisory experience preferred, call center environment
- Ability to work well with others at all levels of the organization
- Able to interact effectively with internal departments and represent TeleTech in a professional manner
- May have double reporting duties to TeleTech and clie
Applicant Category: Professional
Requisition Code: Work at home
Two Initials of Recruiter: bw
System Date: 03/29/2007
System Time: 11:36:03
Document Name(40): TeleTech @Home - Trainer
Source: DenverRecruiter.com
SearchTerms: "work at home" "work from home"
URL(80): http://www.denverrecruiter.com/job_display.php?alpha=337557&searchstring=work+at
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