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Customer Service Training and Quality Manager
4 years ago
This role is responsible for the continual improvement of our Customer Service staff using traditional training methods as well as contact center quality analysis. This includes planning training curriculums, creating training materials; leading “classroom” training, and testing/verifying learnings. Ideal candidates will be creative trainers with experience designing training programs and have been accountable for agent knowledge and quality in contact center environments.
Responsibilities:
- Design and execute a Customer Service Contact Center training program.
- This includes initial training, on-going training, and training for continuing improvement
- Provide training for staff locally and remotely, internally and externally at all international operations centers
- Provide training for all work instructions, policies, tools, and products
- Ensure that training is effective and knowledge is retained by using a variety of delivery methods and certification methods
- Maintain a “body of knowledge” for Contact Center information and training.
- This includes textbook-style documentation, online reference materials, and other training presentations
- Manage efforts for an overall quality program to guide training efforts and operational decisions
- Maintain awareness into agent behavior and performance for the purpose of continuous service improvement
- Work with Contact Center managers to design and execute a plan for ensuring agent quality
- Coordinate with Technology and Analytics managers to provide insight into critical metrics
Requirements :
- Bachelor’s degree or equivalent experience
- Training experience
- Experience designing and executing training programs
- Experience being accountable for agent knowledge and quality
- Customer service experience
- Familiarity with modern contact center practices and processes
- Familiarity with multi-channel, multi-site, 24x7 international customer support
- Familiarity with a range of customer support channels (email, forums, social networks, web portals, chat, telephone, etc.)
- Strong customer service ethic
- Professional communications, reporting, and presentation skills
- Team player, adept at building relationships across international organizations
- Expertise with productivity software, including Microsoft Office
Desired Skills :
- Experience working within an international company
- Experience in entertainment software industry
- Knowledge and passion for massively multiplayer online games
- Fluency in additional languages
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