Remote - Call Center Trainer

Convergent

Atlanta Georgia

United States

Customer Service / Call Center
(No Timezone Provided)

Established more than 60 years ago, Convergent is one of America's largest business process outsourcing, receivables management and commercial solutions companies with twelve operating centers across four time zones. Convergent Outsourcing, Inc. offers customer engagement outsourcing solutions that deliver the people, processes, and technology to improve efficiency, ensure compliance, and increase customer satisfaction and lifetime value for our clients.

Build Your Future; come join our thriving team! We are currently seeking ambitious, self-motivated,

driven team members for an ever-evolving career in the collections arena.

We are seeking a Trainer to join our management team!

Summary - Trainers participate in and conduct company training programs, provide classroom training, monitor agents on the floor, and work with management staff to complete and document service observation and quality requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Develops a deep understanding of the project or projects as assigned, and assimilates information quickly in order to deliver effective training and document compliance.
* Monitors Compliance
* Monitors Project Specific Customer Service (Telephone Etiquette)
* Validates Project Specific KPI's
* Identifies unique up - training or reinforcement opportunities
* May achieve training certifications offered by client if available.
* May be required to attend some client meetings
* Demonstrates the ability to coach and provide feedback to new agents for assigned project/projects
* Keep up to date with relevant project changes to ensure the staff receives current information appropriate to the tasks to which they are engaged and follows up with service observations to confirm compliance.
* Organizes course deliveries, including checking/preparing the training environment before training delivery, notifying IT of required assistance/changes, preparing student reference materials and preparing instructor materials.
* Updates Excel spreadsheet data to track quality and training metrics as assigned by Manager/Supervisor.
* Receives updated training and quality tasks from Training Manager/Supervisor to apply in classroom and quality functions for his/her projects.
* Assists all Convergent departments with special projects as assigned by Managers/Supervisors

ADDITIONAL REQUIRMENT

* Ability to travel
* Understands and adheres to all Convergent policies and procedures
* Maintains regular and reliable attendance
* Must be able to stand a full shift
* Must be able to work extended hours as needed, maintaining a highly flexible schedule to support morning and evening shift Training needs.

EXPERIENCE/KNOWLEDGE/SPECIALIZED TRAINING REQUIRED

* High School Diploma or equivalent
* 2 years of customer service experience
* 1 year Team Lead experience
* Excellent oral and written communication skills
* Strong leadership skills
* Knowledge of FDCPA and state laws
* Able to change direction as needed in order to meet the needs of customers; both internal and external.
* Capable of maintaining confidentiality
* Demonstrates the ability to work effectively with Managers, co-workers, agents and clients
* Demonstrates superior presentation skills and ability to facilitate training sessions, as well as function in a Quality Analysis support role.
* Possesses a high level of motivation, enthusiasm and professionalism
* Strong PC skills including experience with all Microsoft Office applications and demonstrated ability to use Microsoft Excel effectively.
* Capable of prioritizing and organizing work efficiently, adapting quickly to change

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

Convergent Outsourcing Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Other details

* Job Family Customer Support and Service
* Pay Type Salary

Apply Now

* Atlanta, GA, USA

Remote - Call Center Trainer

Convergent

Atlanta Georgia

United States

Customer Service / Call Center

(No Timezone Provided)

Established more than 60 years ago, Convergent is one of America's largest business process outsourcing, receivables management and commercial solutions companies with twelve operating centers across four time zones. Convergent Outsourcing, Inc. offers customer engagement outsourcing solutions that deliver the people, processes, and technology to improve efficiency, ensure compliance, and increase customer satisfaction and lifetime value for our clients.

Build Your Future; come join our thriving team! We are currently seeking ambitious, self-motivated,

driven team members for an ever-evolving career in the collections arena.

We are seeking a Trainer to join our management team!

Summary - Trainers participate in and conduct company training programs, provide classroom training, monitor agents on the floor, and work with management staff to complete and document service observation and quality requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Develops a deep understanding of the project or projects as assigned, and assimilates information quickly in order to deliver effective training and document compliance.
* Monitors Compliance
* Monitors Project Specific Customer Service (Telephone Etiquette)
* Validates Project Specific KPI's
* Identifies unique up - training or reinforcement opportunities
* May achieve training certifications offered by client if available.
* May be required to attend some client meetings
* Demonstrates the ability to coach and provide feedback to new agents for assigned project/projects
* Keep up to date with relevant project changes to ensure the staff receives current information appropriate to the tasks to which they are engaged and follows up with service observations to confirm compliance.
* Organizes course deliveries, including checking/preparing the training environment before training delivery, notifying IT of required assistance/changes, preparing student reference materials and preparing instructor materials.
* Updates Excel spreadsheet data to track quality and training metrics as assigned by Manager/Supervisor.
* Receives updated training and quality tasks from Training Manager/Supervisor to apply in classroom and quality functions for his/her projects.
* Assists all Convergent departments with special projects as assigned by Managers/Supervisors

ADDITIONAL REQUIRMENT

* Ability to travel
* Understands and adheres to all Convergent policies and procedures
* Maintains regular and reliable attendance
* Must be able to stand a full shift
* Must be able to work extended hours as needed, maintaining a highly flexible schedule to support morning and evening shift Training needs.

EXPERIENCE/KNOWLEDGE/SPECIALIZED TRAINING REQUIRED

* High School Diploma or equivalent
* 2 years of customer service experience
* 1 year Team Lead experience
* Excellent oral and written communication skills
* Strong leadership skills
* Knowledge of FDCPA and state laws
* Able to change direction as needed in order to meet the needs of customers; both internal and external.
* Capable of maintaining confidentiality
* Demonstrates the ability to work effectively with Managers, co-workers, agents and clients
* Demonstrates superior presentation skills and ability to facilitate training sessions, as well as function in a Quality Analysis support role.
* Possesses a high level of motivation, enthusiasm and professionalism
* Strong PC skills including experience with all Microsoft Office applications and demonstrated ability to use Microsoft Excel effectively.
* Capable of prioritizing and organizing work efficiently, adapting quickly to change

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

Convergent Outsourcing Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Other details

* Job Family Customer Support and Service
* Pay Type Salary

Apply Now

* Atlanta, GA, USA