NexGen Agency is hiring for a contracted Technical Contact Center Trainer. This is approximately a 5-week project with travel required to NJ and South Florida. Must have consumer electronics call center technical training experience. Only candidates who meet the below qualifications will be considered, no exceptions. Please review entire job description before applying.
Work with the team to develop and grow Technical Training programs, classes and webinars to provide a low cost per participant while addressing training needs for all aspects of consumer electronics, including but not limited to advanced audio receivers, speakers, crossovers, pre-amps, high end cables, Bluetooth, WiFi, headphones, and high end audio technologies such as 5.1, 7.1, dolby digital, PCM, DTS, all audio file types as well as high end video technology like HDMI and digital video technologies.
Responsible to develop and prepare training material for call center CRM and phone systems.
Write realistic scripts/talking-points for learning activities, including leader and participant guides for instructor-led training (e.g., trainer, audio, video, case studies), in addition to writing supporting materials for learning activities (e.g., agendas, schedules, quick reference guides, hand-outs, job aids, trainer/learner guides, audio/visual aids)
Facilitate classroom style training on products, sales and customers service techniques, enhancements, etc.
Develop and maintain training tools, including worksheets, templates, databases and reports
Facilitate role play sessions
Use a variety of instructional methods to ensure maximum delivery effectiveness
Creates a culture in the call center training group that yields high staff satisfaction rates and low staff turnover rates.
·Proactively take corrective actions as part of defining, monitoring and analyzing organization and training area KPIs, metrics, dashboards and reports.
Insures training activities are conducted according to established service & productivity levels. Performs random call / meeting monitoring, conducts customer satisfaction surveys, and monitors tickets/incidents to insure overall service level compliance & customer satisfaction.
Establishes and maintains collaborative relationships with engagement, training, design, and development teams.
Oversees call center projects focusing on broad perspective technical training assisting clients to successfully use software products within their organization.
Provides backup support for all staff in their roles and duties as needed.
Active participation in increasing understanding and discovery of new trends in all aspects of consumer electronics.
Other duties as assigned.