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Training Manager, Contact Center

Req #: CNX00047458
Location: Warren, MI US
Job Category: CRM
Career Description/Summary:
Manage Abay advisors and trainers to facilitate graduations in coordination with client and QM.
  • Review scorecards daily and inspect for proper completion.
  • Receive feedback from Quality and Abay TL to understand performance.
  • Pull advisors for coaching/personal one-to-ones if needed.
  • Meet daily with client to discuss performance and graduations
    Assist with other training initiatives.
  • Update overview document with trainers/rooms scheduled for billables (assist with hiring/interviews of new trainers
  • Shadow trainers/classroom observations and coaching
  • Make sure IDs are working/do resets (when trainers do not reply)
  • Schedule trainer team meetings
  • Verify payroll for DT’s and classes is accurate/sent timely
  • Orders supplies as needed
  • Escalate training room issues or computer stoppage issues to QM.
  • Determine nesting advisors and email weekly
  • Update Abay tracker document (so we know each week how many Abay are hitting/needs
  • Maintain Throughputs info/send to Client
  • Send graduation emails and CMRs

    Education / Knowledge:     
    High School Graduation or equivalent, General knowledge of windows-based applications and web technology
    Experience / Skill:
    Minimum of 1 year experience in a Customer Service environment is required, 3 years preferred. 
    Sales experience preferred
    Excellent punctuality and attendance in addition to active listening skills a must
    Excellent communication skills
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