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The Program Ready Trainer plays a pivotal role in the onboarding of new agents, leveraging their extensive knowledge and skills to facilitate the impartation of essential information and the cultivation of abilities essential for successful product delivery.
This hybrid position requires the ability to seamlessly transition between training support and operational duties, ensuring a high level of professionalism and quality in customer service and support.
Key Responsibilities- Provide training support, refresher sessions, and up-training to ensure agents have the necessary skills to deliver exceptional customer experiences.
- Assist in driving metrics of the team, collaborating with Operations Manager and Training Coordinator to develop and implement strategies for continuous improvement.
- Serve as a CP360 ambassador, delivering exceptional customer service and support through strong verbal and written communication skills and effective telephone techniques.
- Take calls for a certain percentage of the day/week/month as prescribed by Operations Leadership, building relationships and rapport with customers through a conversational and consultative approach.
- Provide hands-on support and guidance to representatives, assisting them in handling complex scenarios and conducting training sessions for new hire agents and refresher/up-training sessions.
- Collaborate with Operations Manager and Training Coordinator to develop and implement strategies for continuous improvement, following all applicable policies, standard operating procedures (SOPs), and work instructions (WIs).
- Strong understanding of program processes and procedures, terminology, and customer service principles.
- English proficiency required, with exceptional listening skills and the ability to articulate thoroughly through written and verbal English.
- At least 1 year(s) of working experience in a related field is required for this position, with a strong analytical, problem-solving, and general troubleshooting skills.
- Must be highly self-motivated and directed, with the ability to prioritize and execute tasks, as well as work in a fast-paced environment and as a team player.
