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Customer Experience Trainer

Company: Teleperformance USA
Location: Brownsville
Posted on: September 18, 2022

Job Description:

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:

  • Getting people ready to perform - as a Trainer you will support Operations in developing the knowledge and skills to deliver in their job.
  • A varied role to include the preparation and delivery of effective Training whilst also following up and reporting on the learning you have transferred.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:
      • 1 Year Call center Experience/ Outbound and Inbound experience preferred
      • 6 months previous customer service experience
      • High school diploma or GED required
      • Completion of internal Agent development initiative like JUMP (preferred)
      • Agent development initiative like JUMP (preferred)
      • Agent experience in a call center environment
      • Can multi-task and can adapt and change to various roles and responsibilitiesFlexible schedule able to work night shift
        • Must have a flexible schedule, available to work different schedules and weekends
        • 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
        • Proven experience in overcoming unexpected difficulties and using logical problem solving skills
        • Excellent written and verbal communication skills
        • Must have availability to work various shifts influenced by current business needs
        • Must pass background and drug testCompetencies and Specific Skills
          • Creativity
          • Decision making
          • Initiative
          • Interpersonal skills
          • Innovative
          • Job motivation
          • Judgement
          • Presentation and public speaking
          • Stress tolerance
          • Team building/team work

Keywords: Teleperformance USA, Brownsville , Customer Experience Trainer, Human Resources , Brownsville, Texas

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