Job Description: Facilitate call center policies and procedures to new and current hires in the customer care center.
Responsibilities: Responsibilities include but are not limited to:
· Delivery of technical and soft-skill learning & development programs · Participates in designing and development of training materials in support of newly hired and tenured employees. · Ensures materials support the learning needs of the participants. · Performs needs analysis to determine potential training needs. · Collaborates with the business to drive performance improvement. · Applies adult learning methodology and varied teaching strategies to meet the needs of diverse learner groups. · Applies effective on the job coaching techniques with new hire and tenured employees to enhance performance levels in support of business needs. · Supervisory duties including but not limited to: addressing performance deficiencies, hiring/firing decisions and performance monitoring and development on a day-to-day basis for new hires and performance coaches. · Creates and executes project plans to support departmental needs. · Must be able to travel occasionally · Gain working knowledge of HSN's Customer Care Business Model in order to effectively support and deliver effective customized learning experiences
Requirements:
Requirements: Minimum Requirements:
· 2 to 3 years platform training experience in a sales environment. · Engaging facilitation skills · Role model for effective leadership behaviors · Ability to work both independently and as part of a team · Able to operate effectively in a fast paced, changing environment · 1year previous coaching experience. · Ability to provide performance coaching in a Blended-learning environment. · Proficient in Microsoft Word, Excel, and PowerPoint. · Strong communication and interpersonal skills. · Demonstrated ability to build relationship between diverse work groups. · Demonstrated passion for life-long learning. · Demonstrated ability to remain flexible and effective in a dynamic work environment. · Exhibits enthusiasm and professionalism.
Preferred Requirements:
· Experience in measuring training effectiveness. · Working Knowledge of all HSN Systems in the Call Center (ie. hsn.com, Content Studio). · Expert knowledge of Sales and Customer Service in a Siebel platform. · Previous training or facilitation experience
Schedule: Monday - Friday, 8am - 5pm, will vary due to business needs
For the best user experience, please create an account.
Share