Job description
Overview:
The position is 100% Remote however you must be centrally located in one of the states listed belo w:
Developing and updating call centers education materials, including systems, phones, digital, markets, new hire training material, and instructional videos (inbound and outbound) Ensuring all applicable training materials are approved by LLS and posted on the Learning Bar. (20% Employment Metrics)
Perform call monitoring and calibration of call center employees (inbound and outbound) and identifying any areas of opportunity. Measure the effectiveness of training sessions and preparing individual progress reports. Liaising with team leaders to conduct on-the-job coaching. (20% Employment Metrics)
Act as backup to the Customer Care analyst utilizing reporting tools to compile detailed analysis reports, review/discuss with IT stakeholders for possible solutions, efficiencies, including planning and follow-up. (15% Employment Metrics)
Partner with leadership on department project plans to ensure solutions meet business needs and requirements. (10% Employment Metrics)
The CC/IS training/calibration manager trains on all CC/IS systems, calibrates calls and tools, produces reports, interprets data, and makes recommendations. This position also supports the department lead in analysis and overall department planning, performance, and growth opportunities.
The position is 100% Remote however you must be centrally located in one of the states listed belo w:
Illinois- Maryland
- Arizona
- Colorado
- Delaware
- Florida
- Minnesota
- Missouri
- Nevada
- Pennsylvania
- South Carolina
- Virginia
- Washington D.C.
Training new and experienced employees on systems, procedures, and the department ways of working. Scheduling and conducting regular training sessions to prepare and support new employees. Training experienced employees on new or updated department procedures to improve their performance.
(35% Employment Metrics)
Developing and updating call centers education materials, including systems, phones, digital, markets, new hire training material, and instructional videos (inbound and outbound) Ensuring all applicable training materials are approved by LLS and posted on the Learning Bar. (20% Employment Metrics)
Perform call monitoring and calibration of call center employees (inbound and outbound) and identifying any areas of opportunity. Measure the effectiveness of training sessions and preparing individual progress reports. Liaising with team leaders to conduct on-the-job coaching. (20% Employment Metrics)
Act as backup to the Customer Care analyst utilizing reporting tools to compile detailed analysis reports, review/discuss with IT stakeholders for possible solutions, efficiencies, including planning and follow-up. (15% Employment Metrics)
Partner with leadership on department project plans to ensure solutions meet business needs and requirements. (10% Employment Metrics)
Other duties, as assigned by the jobholder’s supervisor, may also be required.
Qualifications:
Experience as a customer service trainer or similar role.- Knowledge of sales techniques and customer service practices
- Familiarity with interactive learning activities
- Understand how/when to tailor training to meet personal learning styles
- Excellent written and verbal skills
- Advanced proficiency with Microsoft Excel (including VLOOKUP’s, pivot table, and match functions) and PowerPoint
- Experience with call center technology
- Bachelor’s degree in Business Management, Education, or related field and /or equivalent training and work experience
- SAP knowledge is a plus
- Additional certification in training is a plus
- Able and willing to work evening hours, holidays, and weekends, as require
Preferred Qualifications:
- Experience in a call center environment
- Additional certification in training
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone
Competencies:
- Experience with call center technology
- Ability to multi-task, work independtly and/or within a team, attention to detail, and able to meet required deadlines.
- Ability to provide leadership to personnel in a fast-paced and intense work environment.
- Proven knowledge of and ability to implement customer service and sales best practices.
This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Responsibilities, tasks, and duties of individual jobholders may vary from the above description.
EEO Statement: Breakthru Beverage Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information and other legally protected characteristics. The EEO is the Law poster is available
Here, if you need a reasonable accommodation because of a disability for any part of the employment process, please call (708) 298-3536 and let us know the nature of your request and your contact information. Category: Customer Service
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