Call Center Trainer - Tijuana, México - USA Clinics Group

USA Clinics Group

Empresa verificada

Tijuana, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

USA Clinics Group is looking for an experienced call center trainer to manage the on boarding of new employees and facilitate initial and ongoing training.

The overall objective is to ensure that staff is knowledgeable and capable of delivering excellent costumer service in an accurate, timely and courteous manner.

Responsibilities

Create and update training content and reference materials with an emphasis on elearning and virtual classrooms
Develop testing and certification programs to evaluate comprehension and manage skillsbased client inquires and increase patient scheduling
Track company initiatives, development efforts and policy changes to ensure that staff is informed and trained in advance
Report plans and progress to management and coordinate activities with Quality assurance, to ensure patient schedulers are achieving key performance metrics
Responsible for coaching and developing reports on costumer service processes and best practices
Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously
Drive a culture of accountability, continuous improvement, and personal excellence
Develop and maintain strategy on ensuring customer satisfaction on all service interaction
Provide team motivation and development to maximize sales opportunities
Develop and audit quality assurance strategies to ensure the delivery of worldclass service
Manage remote employees as needed
Other duties and responsibilities as assigned

Requirements:

Minimum 1 years of relevant training experience
A problemsolving orientation, flexibility, and positive attitude
Incredible level of organization, structure, reliability, and independence
Clear, direct, and accessible verbal communication; strong listening and feedback delivery skills
Excellent training skills
Outstanding networking and relationship management skills
Experience in call center training
Excellent judgement, trustworthiness, and ability to maintain confidentiality
Proficiency in Microsoft Office, and Salesforce CRM
KPI goal oriented

Benefits

IMSS 100%
Vacations (after the first year)
Christmas bonus
Paid training
Weekends off
Mexican holidays off
You will also be eligible for any additional employee benefits that the company may provide in the future.