In this role you will:
- Facilitate initial training for a variety of Customer Experience programs including product knowledge, call handling skills, customer service/sales skills and program process and procedures
- Extract and generate training reports such as class attendance and performance records, as well as furnishing other training requirements as determined by the program or Account Training
- Enter time records for participants and ensures accurate payroll submission of hours through daily the daily hours approval process.
- Determine progress and qualification of virtual Call Center Representatives for completion of training programs
- Maintain knowledge of products and services, policies, processes, and procedures
- Provide feedback to internal leadership to identify gaps in training and other areas of opportunity
We are looking for someone who can:
- Identify individual engagement levels through active listening, targeted questioning techniques and real time observation of trainee behaviors via virtual classroom tools such as MS Teams and Zoom
- Effectively determine what each trainee has learned, adjust training techniques to meet individual needs and motivate trainees to develop new knowledge into skills
- Create an environment conducive to practicing new behaviors and assess whether new skills are being formed from learned knowledge
- Determine whether the expected skills will result in tangible results in operations, measured through speed to proficiency, metric performance, and agent retention
- Utilize previous experience in classroom adult education or training and evaluation
- Use their excellent communication skills - both oral and written to train new virtual employees in customer service-based roles
- Display organized, innovative thinking to strategically solve problems with the ability to perform effectively as member of a team
- Technically adapt and trouble shoot their own PC/ laptop as well as assist others and is proficient in using MS Office Word, Excel, and PowerPoint
Equipment and Tech capabilities, you need:
Our virtual positions require you to independently have access to the following during all working hours:
- An Intel or AMD PC/ laptop running Windows 10 operating system with a minimum of 4 GB of RAM (NO Mac, Chromebook, Tablet or Smartphone)
- Minimum processor speed of 2.0Ghz with dual core processing and at least 4 Logical Processor Core
- At least 1GB hard drive space free on C: drive for company applications
- High Speed Internet - minimum download speed of 10 Mbps and a minimum upload speed of 5 Mbps
- 2 Free USB Ports for headset and Web Cam.
- Ability to connect directly to the internet service provider modem with an Ethernet cable, WIFI is not acceptable
- Dedicated workspace in your home that is free of background noise and distractions
- Dedicated computer monitor minimum 13 inches or larger
- Sound/Audio support
- A VoIP USB Headset with microphone
Why join The Results Companies' team?
- Employee Performance Incentives and Prizes
- Healthcare Benefits - Medical, Dental, Vision, PTO & 401(K)
- Paid Training - we set you up to succeed!
- Discounts on Hotels, Car Rentals, Restaurants, Movie Tickets, Groceries, Child Care, and much more
- Opportunity to grow with The Results Companies if that's "Your Greater"
- Flexibility with scheduling
- PayActiv - allows early access to money earned and ability to make bill payments
About The Results Companies:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, The Results Companies could be right for you!
The Results Companies is an equal opportunity employer that values diversity and inclusion.
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability