Morrow

Training Coordinator

Job ID
2022-3953
Posted Date
Training

Overview


logo3
Southlake Mall, 1000 Southlake Cir, Morrow, GA 30260
www.chimesolutions.com

Seeking Talented Team Members

People Are Our Passion

Join Our Team

Empowering a Winning Culture

"Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positivte attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“

 

Mark Wilson, Chime Founder and CEO

 

Responsibilities

Position Summary

A SMART (Specific, Measurable, Attainable, Realistic, and Timely) Training coordinator supports the trainer in the development of agents as they progress through the UPS Training Program. A SMART Training coordinator is an advocate for the agent, and is vested in their success. An effective SMART Training helps to manage the training environment by demonstrating task, conducting role plays with trainees and walking the room. Must possess the ability to create a safe learning environment and provide constructive feedback in a positive manner while encouraging agents towards meeting call center goals. During training downtime During training downtime Trainer-on-duty will support the account as a customer service representative.

Responsibility Areas

  • Act as support to UPS Trainer and Trainees
  • Act as the administrative liaison between training and operations
  • Present training materials in a way that enhances the curriculum goals/objectives, and is consistent with Adult Learning principles
  • Serve as a subject matter expert for the Customer Service Representative role and associated responsibilities, as well as demonstrate domain knowledge and experience with CS tools
  • Observe, coach and provide feedback to learners to ensure their success in the CSR role
  • Create and keep up-to-date electronic spreadsheets which track agent’s progress.
  • Prepare recorded calls for management meetings, and other occasions as directed.
  • Create and maintain learning packets, activities, and motivational programs that encourage learning, and knowledge retention.

Qualifications

Qualifications

  • Recommend a minimum of 6-month experience in the CSR role
  • Meeting performance expectations of current role (not currently on an Improvement Plan)
  • Quality evaluation scores at 90% or better for three consecutive months
  • Organizational skills and ability to multi-task are essential to the success of a SMART Trainer.
  • Must be able to stay on task with little or no supervision.
  • Ability to identify areas of improvement, and offer creative solutions.
  • Articulate, attentive, and detail oriented.
  • Expert knowledge of Shipping, InfoNotice, Tracking, and Universal Skills.
  • Must stay current on all Policy changes and updates.
  • Ability to motivate, provide positive encouragement, and give meaningful feedback.
  • A SMART trainer must possess patience and work well in a team environment.
  • Working knowledge of eTT, ECM, OLMS, Audacity, CMS, Microsoft Word, Excel, Guest Net Opt System 
  •  Experience providing positive and constructive feedback, and desire to coach/mentor others

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