Call Center Curriculum Developer/Trainer- Career path for $ucce$$

Our Story:

DTC founded in 2008, provides a unique approach to outsourcing and customer care. We are a fresh new company with innovative ideas and techniques needed revolutionize the customer experience. We specialize in providing software support to the Hotel/Hospitality Industry and currently support 8000, hotels worldwide.

Mission Statement:

Our goal is to ensure our clients, customers, and employees overall satisfaction by focusing on performance, opportunity, and improvement in every aspect of our operations.

 Company Overview:

55 employees and growing fast!

Support 8000 Hotel managers worldwide in software support

Multichannel Support—email, phone, chat           

Our Support Agents are fluent in English, French, and Spanish

Remote agent capabilities

Debt free, cash positive company

Tremendous growth opportunity

24/7 Support Center

Brand new Class A office space with a secured entry, and free parking 

Centrally located within 5 miles of all major roadways

Competitive Salary

Full benefits- Medical and Dental coverage for you and your family

Job Summary:

Job Responsibilities:

·          Provide Training Delivery to all DTC Outsourcing’s Customer Care Center Agents in an interactive classroom setting and one-on-one interaction

·          Provide new and up-training for any/all product information and product lines

·          High focus on employee development: Soft Skills, Telephone Etiquette, Vocal Techniques, Grammar, Email Etiquette, ect.

·          Provide Training Administration to all DTC Outsourcing’s Customer Care Center Agents through training facility management

·          The ability to develop and maintain records and  prepare statistical reports to evaluate performance and monitor progress of trainees

·          Structured organizational skills to ensure proper preparation of classroom, booking, scheduling, testing, and logins

Responsibilities continued:

·          Provide Knowledge Based Management to all DTC Outsourcing’s Customer Care Center Agents by supporting KB, Version Control Documentation,  and Content Revisions; also provide KB Administration through messaging, content uploading, and build-outs

·          Work directly with the Account Manager, and the Care Center Manager to ensure process flows and collateral stay up-to-date with DTC Outsourcing’s policies and procedures.

·          Develop overview, concept, and procedural information for the knowledge bases, as well as job aids and reference information

·          Formulate training policies, programs and schedules based on knowledge of identified training needs, company business processes, business systems or changes in products, procedures, or services

·          Develop scenarios, role plays, learning games, and review questions to include in the training materials

·          Develop overview, concept, and procedural information for the knowledge bases, as well as job aids and reference information

·          Organize and develop training manuals, reference library, testing and evaluation procedures, multimedia visual aids and other educational materials

·          Work with internal teams to ensure materials are accurate prior to being delivered to the trainees; Implementing and maintaining DTC Outsourcing’s training programs

·          Ensures trainee success by delivering training materials in an effective way; the trainees need to be able to retain and perform all key job responsibilities outlined by the trainer

·          Work closely with the Subject Matter Expert (SME) to provide support and satisfaction for training preparations

·          Provide a positive, motivating, and hands-on training environment to enhance employee performance and morale

·          Monitor progress then provide coaching to ensure the employees’ developmental needs are met; Focus on development, performance, grammar, accuracy, time management, quality, ect.

·          Developing, maintaining, and executing a business curriculum that falls in line with DTC Outsourcing’s methods, expectations, and policies and procedures

·          Provide Content Development by supplementing existing training and support data with any/all new training curricula

·          Provide Employee Development to all DTC Outsourcing’s Customer Care Center Agents through effective coaching and counseling to achieve a one call resolution, service level improvements, and proper escalation handling

·          Works with the Customer Care Center’s Manager and Director to develop, implement, and execute effective Leadership and Employee Developmental courses

·          Strong Instructional System Designer or have experience designing and developing role-plays, cases, scripts, scenarios, interactive training, and interactive presentations

Additional Responsibilities and Deliverables:

·          Provide feedback to the Director of Operations for trainee performance improvement, training policies, and procedures

·          Aide in the development and modification of training modules and programs to ensure effectiveness

·          Assess the effectiveness of training modules by creating evaluation forms, reviews, and program revisions

·          Identify potential course gaps and/or curriculum needs

·          Ensure course material reflects and supports DTC Outsourcing’s objectives

·          Updates all SOP’s, training materials, Work Practices, ect. To ensure current and updated policies are being followed and executed properly

·          Participates in testing and development of new systems and product releases, in collaboration with DTC’s IT department, to ensure a successful deploy

·          Creates, administers, analyzes, and reports departmental and product quizzes and tests to all trainees to assess the understanding of procedures relating to the trainee’s job functionality

·          Directly responsible for the supervision of all trainees. The Training Specialist is responsible for the performance, performance appraisal, discipline, motivation, reward systems, and issue resolution of any/all trainees.

·          Conducts any additional training to meet the clients needs ( on-the-job, customer service, product changes and/or enhancements, sales techniques, refresher courses, retention programs, and any/all policy and procedure changes)

·          Provide follow-up training support and continued education if needed

 Required Skills:

·          Dynamic, positive, high-energy, hands-on attitude

·          Exceptional and effective organizational and time management skills, detail oriented

·          Exemplary written and oral communication skills

·          Passionate leader with a proven track record of training success

·          Solid understanding of training/ learning practices for adults, Call center Best Practices, and Telephone Best Practices

·          Must be able to successfully function in a fast paced, ever- changing, low supervision environment; and provide reports and feedback with little or no direction

·          Must have Instructional System Design Experience

Experience:

·          Must have 3+ years of experience providing counseling, coaching, and delivering training in a Call Center Environment- NO EXCEPTIONS!

·          -May be asked to provide a training demo or video sample

·          Must have Instructional Design Experience

·          -May be asked to submit or provide samples

·          Must be a phenomenal presenter

·          -May be asked to give a mock presentation

·          Must be proficient in Microsoft Word, Excel, Outlook and PowerPoint

·          4 year College Degree Preferred

·          Hotel/ Hospitality experience a plus

• 
  
  Central Reservation System Experience


• 
  
  Global Distribution System Experience


• 
  
  Property Management System Experience

Additional Skills and Knowledge needed to be Successful:

·          Telephone and Call Center Best Practices

·          Frontline Superiority: Provide guidance and support through effective coaching and training

·          Proper and effective word choices, phrasing techniques, and vocal training to ensure Effective Communications

·          Customer Satisfaction: How to effectively handle angry customers and maintain satisfaction

·          Performance Management : Ensure Quality through effective coaching and training methods

Disclosure Statement:

Contact Center is located in Roswell GA 30076. This job description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with this job.  Although this job description is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require different tasks be performed when circumstances warrant, including but not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments. Candidates are subject to Reference / Background / Credit/ Drug Screen / Personality Assessment.