Contact center

Position Summary

Researches, plans, develops and conducts training programs to ensure that contact center representatives possess thorough product and process knowledge and provide excellent customer service.

Training sessions may consist of groups of 1 - 25 participants.

Responsibilities

• Designs, develops and maintains all training materials, job aids and curriculum for the Crawford contact center.
• Conducts research and collects reference materials to ensure that training materials are kept up to date.
• Plans, organizes and conducts classroom training and follow-up support to newly-hired employees.
• Plans, organizes and conducts classroom training and follow-up support to existing contact center staff.
• Assesses training effectiveness through the use of surveys, evaluations and questionnaires.
• Improves training effectiveness by meeting with Quality Assurance and Management staff to determine areas of opportunity and developing new approaches and techniques.
• Manages assignment of required supplemental training coursework through KMC On Demand and ensures that coursework is completed timely by staff.
• Oversees Mentor Program for the contact center
• Communicates regular status updates to the management staff during training sessions.
• Performs other related duties as required or requested.
• Upholds the Crawford Code of Conduct

Requirements

• Education equivalent to a college degree or the equivalent in related work experience
• Excellent presentation skills (oral and written).
• Ability to motivate, teach and inspire staff.
• Must have strong organizational skills and ability to manage multiple projects.
• Must demonstrate a high commitment to task as well as a high level of creativity and versatility in developing course curriculum.
• Must be able to effectively interact and engage with all levels of staff.
• Must have a high level of adaptability in a changing environment.
• Operational knowledge of MS Office : Excel, Word and PowerPoint
• Must possess prior training experience whether in a corporate, educational or contact center environment.

When you accept a job with Crawford, you become a part of the One Crawford family.

• Our total compensation plans provide each of our employees with far more than just a great salary
• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• Training programs that promote continuous learning and career progression while enhancing job performance
• that give back to the communities in which we live and work
• A culture of respect, collaboration, entrepreneurial spirit and inclusion

Last updated : 2024-04-29