استخدام Contact Center Training Senior Supervisor

اسنپ فود | Snappfood
تهران، تهران

Responsibilities:

Developing and implementing comprehensive training programs for the contact center department.
Designing and delivering technical training sessions to onboard new employees and enhancing the technical skills of contact center agents.
Creating and delivering soft skills training programs to improve customer service, communication, problem-solving, and other abilities of the contact center team.
Conducting training needs assessments to identify skill gaps and training requirements within the department.
Collaborating with department managers to align training programs with business goals and objectives.
Monitoring and evaluating the effectiveness of training programs through assessments, feedback, and performance metrics.
Updating training materials and content regularly to ensure relevance and accuracy.
Staying up-to-date with industry trends, technological advancements, and best practices in contact center operations and training methodologies.
Providing ongoing coaching and support to contact center employees to reinforce training outcomes.
Collaborating with cross-functional teams to identify opportunities for process improvement and implement training solutions accordingly.

Education:

At least Bachelor’s or Master’s in Business Administration, Management, Psychology, Engineering or other related fields.

Experience:

Proven 2 or more years of hands-on experience in operations or contact center department.

Requirements:

Strong knowledge of contact center operations, processes, and technologies.
Proficiency in designing and delivering technical training programs related to IT systems, software applications, and customer relationship management tools.
Expertise in creating and conducting soft skills training sessions, including customer service, communication, problem-solving, and team dynamics.
Familiarity with learning management systems and e-learning platforms for organizing and delivering training content.
Ability to analyze training needs and develop targeted learning interventions.
Experience in evaluating training effectiveness using various assessment methods and metrics.

Benefits:

تمام وقت

پشتیبانی و امور مشتریان

۱۴۰۲/۰۳/۲۴ (منقضی‌شده)

مشاغل مشابه