JOB SUMMARY:                                                                                                                             

Supports the successful performance of call center agents providing service to Bresnan customers by developing and delivering training and materials for call center employees.  Training delivery includes one-on-one demonstrations and front line coaching, as well as presentations in classroom environments.  Conducts ongoing audits of employee / customer interactions and processes to ensure continuous improvements.  Creates customer service standards, information management and skills development for Bresnan call center employees.  Updates and maintains documentation and training material.

JOB DUTIES AND RESPONSIBILITIES:                                                                                      

·        Analyzes training needs; designs and facilitates training classes to meet those needs.  Analyzes operational effectiveness, training results, and makes revisions as necessary.  Provides training solutions (classes, forums, job aids, etc.) as needed.

·        Designs training curriculums and materials for additional training of all call center employees.  Delivers ad-hoc training in new hire classes and all other call center needed training.

·        Delivers instruction using a variety of techniques including presentations, lectures, role-play, group discussions, etc.

·        Develops training aids and materials for all agents, including new-hire training, selling and service techniques, troubleshooting, and new products and promotions.

·        Evaluates new hire training to verify key performance indicators are being met.  Coaches employees on areas for improvement. 

·        Conducts audits to ensure adherence to Bresnan’s standards and requirements.  Acts as point of contact for new/reintroduced initiatives for sales, service and retention of all Bresnan products.

·        Monitors current classes to check for knowledge transfer and developing trends.

·        Acts in leadership role for call center employees while in class until a designated supervisor is assigned and the employee has graduated training.  This includes, but is not limited to, all day-to-day “required” supervisory duties.

·        Ensures understanding of intranet resources and sales management tools.

·        Ensures compliance with call center operational objectives, phone system procedures, work schedules and call-center reporting metrics.

·        Performs other duties as required.