Distributel

Call Centre & Customer Care Trainer

CA-ON-Ottawa
Reference No.
CCTCC-KS-4000-OTT
Job Category
Customer Service/Support
Type
Full Time
Career Level
Entry Level, Experienced, Management

Job Description

Call Centre & Customer Care Trainer

 

*Must be Bilingual (French/English)


Reporting to the Manager of Training and Quality Assurance, the Call Centre & Customer Care Trainer will be responsible for executing all aspects of Distributel’s training program for new hires as well as existing customer care staff. The trainer will review, create and enhance the curriculum, providing expertise on training methodologies and programs.

 


KEY RESPONSIBILITIES


- Research, plan, organize, and execute training programs and workshops for all customer care
staff;
- Conduct training sessions covering specific topics such as use of proprietary software, customer
service skills, procedure and process, and product knowledge;
- Formulate teaching itineraries for in person and remote staff. Determine appropriate instructional
methods such as individual training, group training, demonstrations, video conference and workshops;
- Select or develop teaching aids such as training documents, multimedia visual aids (e.g. power
point), computer-based exercises, and reference workshops;
- Use a variety of instructional methods to ensure maximum delivery effectiveness, including
individual, large or small group instruction;
- Report on employee progress under guidance of Training Manager during training periods.
Maintain trainee records;
- Work closely with Training Manager and Call Center Managers to participate in decisions that
guide the direction of call center training;
- Schedule appropriate meeting rooms for use, setup any required equipment and prepare any
required physical setup;
- Prepare and distribute training aids such as instructional material, handouts, evaluations, and visual aids;
- Facilitate evening or weekend workshops as needed;
- Throughout the training program, monitor individual trainee calls and provide appropriate
coaching to ensure standard professional etiquette is being maintained;
- Communicate and follow up with call center representatives and ensure they are fully informed of
all new information related to products and procedures;
- Other duties as assigned.

Special Assignments


- Partner with the Quality Assurance and Customer Care departments in an effort to minimize defects throughout the Call Center
- Participate in the continued design and implementation of call center training


Working Conditions


- Public speaking & presentations;

- Some travelling may be required
- Ability to work in a fast paced and ever changing environment.


Computer Skills and Software Used

 

- Proprietary software (DAS, MCF)
- Microsoft Office Suite (2010)
- Telax Software suite
- Web-based tools (Bell Portal Ordering Page, Service Skills)
- Microsoft Share Point

 

 

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