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Teleperformance USA Customer Experience Trainer in Phoenix, Arizona

Overview:

DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

Purpose of Position:

Develop, implement, assess, and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures.

Responsibilities:

  • Prepare people, location and facilities for Training Delivery

  • Deliver Training to transfer learning

  • Adapt approach to suit the group and individuals

  • Complete Training Needs Analysis to confirm the Training is applicable

  • Design Training content with the Learners needs in mind

  • Evaluate Training to check effectiveness

  • Report on Training to summarize evaluation

  • Take ownership of the attendees learning by following up

  • Keep stakeholders informed and updated on Training

  • Stay closely involved with operations

  • Integrity, Professionalism and Teamwork

  • Provide positive reinforcement and motivational incentives

  • Use instructional methods appropriately

  • Use media effectively

  • Evaluate learner performance

  • Evaluate delivery of instruction

  • Report evaluation information

  • Demonstrates patience with all types of learners

  • Coaches employees one on one

  • Conducts pre and post training surveys where applicable

  • Works with supervisors to address employee performance gaps

  • Participates in client interaction (includes effective curriculum feedback and client visits)

  • Through demonstrated individual performance, promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community

Qualifications:

  • High school diploma or GED required

  • Minimum 1 year call center supervisory or training experience in high paced customer focused environment

  • 6 months previous customer service experience

  • Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others

  • Requires solid organizational, administrative, leadership and time management skills

  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results

  • Must have a keen sense of attention to detail, taking the initiative

  • Must be enthusiastic and comfortable speaking in front of large groups of people

  • Patience with various types of learners

  • Skilled in determining why and how tasks should be handled to effective completion

  • Proven experience in overcoming unexpected difficulties and using logical problem solving skills

  • Excellent written and verbal communication skills

  • Prior training curriculum development (instructional design) experience preferred

  • Must have availability to work various shifts influenced by current business needs

  • Must pass background and drug tests

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