This role ensures that Customer Service Representatives (CSRs), supervisors, and support staff are fully trained to deliver accurate, consistent, and high-quality customer service across all communication channels, while complying with DOL policies, federal regulations, and contract requirements.
- Manage training program: Develop and oversee all training for contact center staff.
- Design curriculum: Create and update training materials covering customer service, systems, and DOL programs.
- Lead onboarding: Ensure new hires are fully trained and certified before handling live interactions.
- Deliver ongoing training: Provide refresher and advanced training to improve staff performance.
- Evaluate effectiveness: Measure training results and improve programs based on performance data and feedback.
- Support operations & QA: Address skill gaps by aligning training with QA findings and operational needs.
- Maintain records & compliance: Track training completion and ensure adherence to contract and federal requirements.
- Oversee training resources: Manage trainers, facilities, and training tools.
- Bachelor's degree in Education, Business, Human Resources, or related field
- Equivalent experience may be considered
No comments:
Post a Comment