Call Center Training Specialist

Epiq Systems, Inc. Tampa , FL 33602

Posted 6 days ago

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

  • Work with the management team to develop subject matter expertise in the Contact Center Operations.

  • Manage projects to develop and deliver documentation and materials in conjunction with case launch and other milestones such as training delivery.

  • Work closely with management and project leads to manage own project components and objectives.

  • Develop technical procedures and training materials including: user guides, job aids, and assessment such as activities, tests and certification.

  • Adheres to quality, standards, and best practices for developing instructional materials

  • Teach internal audiences about application features, functions, and benefits.

  • Continuously improve processes and deliverables.

Qualifications

  • Minimum of 2 years' experience in a call center and training capacity

  • Ability to navigate through ambiguity by effectively and accurately shifting priorities and tasks as needed to meet business needs.

  • Professional technical writing skills.

  • Proven project management experience and self- management skills.

  • Ability to understand and restate technical concepts, logic and procedures clearly, simply and meaningfully.

  • Able to deliver and teach content confidently and professionally to various audiences, including clients.

  • Able to interpret business needs and adjust projects, tasks and deliverables to align with them.

  • Proven and successful history writing technical/application training/user guides and other documentation.

  • Ability to understand and tailor content to learner requirements.

  • Microsoft Office suite, including Visio and MS Project

Competencies

  • Coaching for Results
  • Provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement
  • Managing Performance
  • Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event
  • Developing Others
  • Provides support and direction towards the development of individuals' knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures
  • Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team

  • Empowering Others

  • Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Epiq and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.


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Call Center Training Specialist

Epiq Systems, Inc.