Call Center Trainer

hace 3 semanas

Tijuana, México USA Clinics Group A tiempo completo

USA Clinics Group is looking for an experienced call center trainer to manage the on boarding of new employees and facilitate initial and ongoing training. The overall objective is to ensure that staff is knowledgeable and capable of delivering excellent costumer service in an accurate, timely and courteous manner.

**Responsibilities**
- Create and update training content and reference materials with an emphasis on e-learning and virtual classrooms
- Develop testing and certification programs to evaluate comprehension and manage skills-based client inquires and increase patient scheduling
- Track company initiatives, development efforts and policy changes to ensure that staff is informed and trained in advance
- Report plans and progress to management and coordinate activities with Quality assurance, to ensure patient schedulers are achieving key performance metrics
- Responsible for coaching and developing reports on costumer service processes and best practices
- Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize sales opportunities
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Manage remote employees as needed
- Other duties and responsibilities as assigned

**Requirements**:

- Minimum 1 years of relevant training experience
- A problem-solving orientation, flexibility, and positive attitude
- Incredible level of organization, structure, reliability, and independence
- Clear, direct, and accessible verbal communication; strong listening and feedback delivery skills
- Excellent training skills
- Outstanding networking and relationship management skills
- Experience in call center training
- Excellent judgement, trustworthiness, and ability to maintain confidentiality
- Proficiency in Microsoft Office, and Salesforce CRM
- KPI goal oriented

**Benefits**
- IMSS 100%
- Vacations (after the first year)
- Christmas bonus
- Paid training
- Weekends off
- Mexican holidays off
- You will also be eligible for any additional employee benefits that the company may provide in the future.

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