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Call Center Training Specialist

Tulsa, OK, USA Req #4418
Tuesday, November 17, 2020

Lee Enterprises’ Customer Solution Center is seeking a Training Specialist to increase training effectiveness and be an integral part of the full-cycle training program for new hires and current employees. This person will also work with continuing education of employees and developing training modules and presentations.


Primary Duties and Responsibilities

  • Assesses and tracks the quality of performance of customer service  new hires
  • Performs extensive call auditing and provides trend data to CSC Leadership Team
  • Assists in developing, training and monitoring changes within our industry
  • Contributes to the overall success by identifying concerning trends and inconsistencies within our business
  • Creates and presents customer service training curriculum and programs for various circulation operations teams; provides creative, effective classroom instruction throughout the organization
  • Explores new ideas for improved workflow and automation enhancements
  • Helps launch employee contests to own success of supporting local journalism branding­­­
  • Makes recommendations for enhancements to training materials as needed to enhance the customer experience
  • Contributes sharp analytical abilities through creation and maintenance of manuals, company policies, and the employee knowledge portal
  • Facilitates learning via classroom instruction and webinars; incorporates a variety of presentation methods and applications to accommodate adult learning styles
  • Analyzes chat room questions, audits, and surveys to identify gaps in training needs
  • Creates exercises, instructional activities and training assessments that reinforce learning
  • Provides performance feedback to class participants and shares responsibility for the professional development of the customer service and support staff
  • Assists Operations with understanding agent opportunities through value trackers and audits
  • Create and facilitates continuing education classes to existing call center staff for new products, services, customer service skills and Marketing launches
  • Contributes to the overall success by identifying ways to continuously improve the learning process
  • Supports departmental initiatives and identifies ways to enhance training effectiveness to ensure successful launch, integration and process
  • Other duties as assigned

Requirements

  • Proven communication and leadership skills – in person and virtual
  • Ability to master the full training cycle
  • Adequate knowledge of learning management software
  • Familiarity with traditional and modern training methods, tools and techniques
  • Sound decision making and organizational skills
  • Ability to present complex information to a variety of audiences
  • Proficiency in MS Office, Word, Outlook, Adobe and in database software
  • High School Degree or equivalent required (some college preferred)
  • Exhibits competency in data analysis and decision making.
  • Demonstrates fluency and resourcefulness in data analysis and problem solving, including judgment, critical thinking, and decision making.
  • Strong attention to detail and the ability to see the big picture.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors and outside agencies.
  • Must be a motivated, self-starter requiring minimal supervision.
  • Schedule flexibility.
  • Ability to embrace change and respond appropriately even in challenging situations.

 

If this sounds like you, please apply below!

 

Other details

  • Pay Type Hourly
  • Tulsa, OK, USA