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Contact Center Training Coordinator

Location: Long Branch
Posted on: January 25, 2023

Job Description:

Job Details


Job Location
*NJ-LongBranch (TEquip) - Long Branch, NJ

Job Category
Customer Service

Contact Center Training Coordinator

The Contact Center Training Coordinator is responsible for the ongoing training of our Contact Center Representatives. The Trainer will ensure new and ongoing training programs are successfully delivered and completed. The Trainer will continue to provide on the job training and grow and develop our training materials. Acts as a role model, maintaining a positive image and providing customer-obsessed service. This position reports to the Contact Center Manager of Interworld Highway, a division of TestEquity.

Duties and Responsibilities:

  • Deliver both classroom and on the job training
  • Provide feedback to contact center management on the performance of Contact Center Reps
  • Develop training materials and procedures upon request of contact center manager
  • Measure, track, and evaluate Center Reps progress through various training programs
  • Revise content for existing training programs in response to changes in policy
  • Work with various managers to determine performance improvement solutions
  • Review calls, chats, and emails as needed
  • Evaluate trainees and determine completion of training
  • Conduct Workshops, retraining, and focus groups

    Qualifications & Experience

    • Minimum of 3-4 years of training experience
    • Must have experience in contact centers or working on the phone
    • Knowledge of sales techniques and best practices for customer service
    • Excellent communication, interpersonal skills, with the ability to communicate recommendations
    • Must be proficient with MS office and proficient Excel

      • Associates degree, preferred, but not required
      • CPLP (Certified Professional in Learning and Performance) preferred
      • Institute Training certifications / Train the Trainer. Fred Pryor, Dale Carnegie.

        • Career Growth
        • Medical Benefits - Health, Vision, Dental Insurance
        • Comprehensive Benefits Plan
        • 401K Savings Plan
        • Vacation/PTO
        • Paid holidays

          TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

          This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Keywords: TESTEQUITY LLC, Brick , Contact Center Training Coordinator, Other , Long Branch, New Jersey

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