Call Center Training Specialist; Temporary Position

This is a temporary position and employment is through a staffing vendor.

Under direct supervision accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. Researches, designs, updates, conducts, and coordinates the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs, and materials. Accountable for overseeing implementation of new and existing programs, processes and policies. Ensure consistency and collaboration on all new hire and reoccurring training and knowledge needs of the business to support the organizational goals as well as technology.

Works closely with management to develop and deploy training strategies and initiatives. Maintains metrics, benchmarking, and continuous process improvement for contact center development and training initiatives. Assists in the design of the internal intranets and training and knowledge base framework.

Work closely with subject matter experts to collect the information and details necessary for the full development of each document, and to test/verify the accuracy of the work to ensure procedures are properly and fully integrated into training materials

This is a temporary position and employment is through a staffing vendor.

Under direct supervision accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. Researches, designs, updates, conducts, and coordinates the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs, and materials. Accountable for overseeing implementation of new and existing programs, processes and policies. Ensure consistency and collaboration on all new hire and reoccurring training and knowledge needs of the business to support the organizational goals as well as technology.

Works closely with management to develop and deploy training strategies and initiatives. Maintains metrics, benchmarking, and continuous process improvement for contact center development and training initiatives. Assists in the design of the internal intranets and training and knowledge base framework.

• Maintains the technical aspect of all documents, including using styles and adhering to standards in templates and style guides
• Delivers new hire and ongoing refresher training to the contact center
• Conducts training and communications research, strategic planning and implementation, guidance, and support to line organizations and management
• Reviews and analyzes CSU operations and quality assessment data, and works with the customer service leadership and other PNM departments to identify and describe immediate and long-term training needs
• Reviews and analyzes new process changes, marketing programs and company initiatives to help design, create and initiate the most effective training needed.
• Maintains and creates web pages and training applications as needed for new program information in SharePoint and designs the corresponding job aids for employee use on the customer service website.
• Works on projects as needed that directly impact employee training, development and employee communications that affect the contact center.
• Developments the cognitive, affective, and psychomotor learning objectives for courses.
• Designs and implements the revision of training resources and materials, including instructor guides, presentation, and trainee materials.
• Works with contact center leadership to plan, conduct, coordinate, and administer training…