Training Call Center Specialist - Outsource Support Country job Fort Worth Texas
Training Call Center Specialist - Outsource Support Country job Fort Worth Texas
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Training Call Center Specialist - Outsource Support Country Job

Employer Name: SpiderID: 8344036
Location: Fort Worth, Texas Date Posted: 1/17/2019
Wage: Negotiable Category: Customer Service/Technical Support
Job Code: 1221270BR

Job Description:

What does a Training Call Center Specialist - Outsource Support do?
Training Call Center Specialist - Outsource Support responsibilities include communicating with business leaders and outsourced partners to identify training needs and mapping out development plans for teams and individuals Globally. Responsible for working with in-house Training Design/ Development team, Call Center Quality Assurance team, Call Center Operations, and Customer Care business senior leadership.
Our ideal candidate has passion for customer care training and leading others; has proven success managing outsourced partners in the call center industry, relationship management, strong knowledge of training design / development, project management and performance management leveraging data analytics, reports and on-site observations. Candidate should be comfortable with trainee and instructor equipment, materials and learning methodologies (Train The Trainer programs/ guides, Learning Management Systems (LMS), blended learning approach, class room facilitation, role plays, coaching, training reporting, etc.).
Ultimately, the Training Call Center Specialist - Outsource Support will oversee call center agent development within outsourced partners at Walmart Global eCommerce Customer Care.
* Map out annual training plans for trainers, agents and support departments
* Design and develop training implementation programs for outsourced and/or in-house teams
* Assess training program and tools to determine effectiveness and impact on agent skills and KPIs
* Evaluate, recommend and implement blended learning methods / solutions (e.g. Instructor led, simulations, mentoring, on-the-job training, elearning, gamification, etc.)
* Conduct/ lead organization-wide training assessment and identify learning gaps
* Oversee / evaluate/ correct Train the Trainer program across outsourced partners
* Conduct on-site partner visits (globally) to evaluate existing training programs, provide support, implement new programs, stand up new partners
* Consult and collaborate with key stakeholders to determine needs that will drive performance
* Gather feedback from trainers / trainees, make decisions to improve the learning curve
* Partner with internal stakeholders and collaborate to create and or improve training programs and implementation performance
* Drive LMS adherence by ensuring that curriculums and training records are updated across all partners
* Host and lead train-the-trainer sessions for internal and external subject matter experts
* Schedule, manage, lead regular scheduled meetings with outsourced partners

Minimum Qualifications :

* BA degree in Education, Training, HR or related field or 3 years-experience supporting outsourced partners in call centers in area of Training
* Proven work experience as a call center Training outsourced specialist, Training Facilitator or similar role
* Ability to travel to partner sites domestically & internationally (up to 75 % travel)
* Work flexible hours including evenings, weekends and holidays as needed
* Strong knowledge of adult learning and development methodologies, and traditional and modern job training techniques such as virtual training and mobile training.
* Ability to manage many projects in a fast-paced environment
* Understanding and comfort level of knowledge of Learning Management Systems
* Excellent communication and relationship building skills at all levels of the organization
* Strong analytical & reporting skills, knowledge of call center metrics
* Hands-on experience coordinating multiple training events in a corporate setting

Additional Preferred Qualifications :

* Proven ability to adapt to a fast-paced environment, while leading change
* Extensive knowledge of instructional design theory and implementation
* Proficiency in Learning Management Systems (LMS) reporting and web delivery tools
* Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
* Experience with e-learning platforms, virtual communication and delivery tools such as Blackboard, Zoom, Webex, etc.
* MS Office proficiency (Outlook, Powerpoint, Excel, Word, etc.)
* Advanced organizational skills such as project management with the ability to handle multiple assignments at once (PMP Certification a plus)
* Knowledge of Change Management theories, and organizational transformation methods
* Experience working with multi-lingual, multi-cultural teams at a global scale

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Future Step Company Type:
Company: Future Step

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