Under general direction, responsible for the initial and ongoing training of all customer experience staff. The primary function is to ensure effective training so that CSRs handle all calls in an effective and efficient manner and meet expectations for first call resolution. Through quality monitoring, ensures the appropriateness and effectiveness of training methods and call processing scripts. Develops and/or modifies training programs, tools and job aids, based on the needs of the center. Serves as a subject matter expert (SME) in the development of training materials. Documents current and new processes, as needed. Delivers training for various curriculums in the classroom, huddles or specialty group; including on-boarding training. Manages the appropriate SMEs trainers who should be included. Learns new systems or products in order to effectively facilitate training sessions. Maintains knowledge of procedures, processes and call guides. Takes calls on a limited basis to remain current in operations and maintain skill level. Ensure that operational and customer related functions of the call center are completed timely, accurately and sufficient to meet standards. Participates in meetings with peers and manager regularly to discuss and analyze productivity, service and future plans for growth. Assist with any Team Lead, CSR or general center responsibilities, when required (e.g., answering QA lines, , quality monitoring, training, taking calls, etc). Performs other related duties and special projects as requested.
Education equivalent to an Associates degree or the equivalent in related work experience. Three or more years of prior experience in a high volume call center environment including two years of Stericycle call center experience. One year in a Stericycle call center Lead role preferred. Demonstrates the ability to document in writing and verbally explain challenging concepts, posesses excellent presentation and classroom management skills. Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices. Demonstrates strong knowledge of related call center systems. Demonstrates solid knowledge of Word, PowerPoint, and Outlook. Basic knowledge of Excel, preferred. Must be able to input, modify and navigate within any of these applications. Must have the ability to work a flexible work schedule, as required.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.