Training Coordinator, Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Document training challenges and performance metrics, analyze outcomes and recurring patterns, and provide constructive feedback to colleagues and management.

• Assist in monitoring the progress of training team members, collaborating with the Manager to suggest action plans for colleagues who are not meeting set standards.

• Complete all assigned responsibilities within designated timeframes.

• Manage multiple priorities throughout the day to ensure an optimal experience for both clients and colleagues.

• Exhibit adaptability while collaborating with internal contact center partners to address coaching needs.

• Oversee the learning experience by delivering learning activities, assignments, and assessments to ensure learners effectively retain knowledge and skills.

• Ensure training timeline deadlines are consistently met.

• Maintain up-to-date knowledge of products, services, and processes by reviewing training materials and procedural documentation regularly.

• Provide support for contact center initiatives and programs as required.

• Enhance the learning experience through the design of engaging learning activities, assignments, and assessments that facilitate knowledge retention among learners.

⛳️ Requirements

• 2-4 years of client support experience in a high-volume Contact Center with a minimum of 2 years in a Training role.

• Experience in coaching employee performance based on call center metrics.

• Comprehensive practical knowledge of MS Office applications (Excel, Word, PowerPoint).

• Proven experience with eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate, or similar authoring tools.

• Specific experience with Articulate is essential.

• Familiarity with applying UI/UX principles to learning design to develop user-friendly and engaging learning interfaces.

🏝️ Benefits

• Incentive compensation