Process Development Specialist
4 weeks ago
At Solid Mark Manpower Services Inc., we are seeking a highly skilled Process Development Specialist to join our team. This role is responsible for delivering continuous training and development programs for our agents, ensuring they have the necessary knowledge and skills to excel in their roles.
Key Responsibilities- Develop and deliver training and certification programs to enhance knowledge and skills
- Implement training courses, including outlines and syllabus, for the platform assigned
- Maintain and inventory all training material assigned
- Develop and implement report methodology to determine status and verify certification
- Ensure quality of all agents brought to the floor sign off methodology
- Adhere to schedule of training programs
- Attend training meetings
- Expand training knowledge through seminars and staying up-to-date with current training issues
- Work with Operations and Quality Assurance to understand problem areas and institute into the training process
- Design and implement refresher training for current certified agents
- With Moderate Competency Level in: Process Improvement, Performance Management, Discipline Management
- With Expert Competency Level in: Communication Skills (Spoken), Communication Skills (Written), Customer Service Orientation, Computer Literacy, Sense of Urgency, Passion for Excellence, Working in Teams / Interpersonal Skills, Work Organization, People Management / Team Orientation, Drive for Results / Execution, Thriving in Change, Expertise / Analytical Skills, Reasoning Skills, Product Knowledge, Problem Solving, Classroom Management, Presentation Skills, Training Needs Analysis, Training Design and Development, Coaching
- Reports to: Training Manager or Senior Line Trainer
- Education and/or Experience: Completed a 3 or 4-year university degree, alternatively completed a 2-year university or a technical degree with 3+ years of Inbound Customer Service Call Experience
- Minimum of 3 years' experience in a similar capacity in the call center industry
- Certificates, Licenses, Registrations: Prior to starting product training for a Provider Call Program, must pass English fluency tests ensuring their ability to meet the required attributes
- Work environment: Professional office workplace, business casual attire
- Physical demands: Requires evening or graveyard work, may require overtime, weekend, or holiday work depending on business needs
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