Key Responsibilities and Accountabilities
In this role, you will have the following core responsibilities
Accountable For Training Delivery of Contact Center Staff
Executes hands-on training curriculum (both virtually and in person) and ongoing development initiatives both virtually and hands-on across insourced and 3rd party Contact Center staff.
Accountable for the successful onboarding of insourced/outsourced Contact Center personnel
Conducts ongoing training and refreshers of internal/external Contact Center personnel
Communicate training, cross-training, and continuing education opportunities to Training and Development staff
Provides Feedback and Input to Training Content Developed
Plays a proactive leadership role alongside our Contact Center leadership teams to assist with development and feedback regarding prepared training materials
Validates the Retention of Training Knowledge
Evaluate training results, review customer service contact interactions, identify training gaps, and drive discussions for continuous improvement
Coordinate Training Logistics
Logistically plans for training and coordinates schedules
Provide timely submission of travel itinerary information and company expense reporting when travel is required
Maintain a tracking system to ensure accurate employee training records, track training needs, and collect evaluation
Submit Weekly reports on Contact Center Training and all related tasks
Evaluate and Measure the Overall Success of Training
Accountable for the audit and monitoring of 3rd party training personnel, holding 3rd party training facilitators accountable to defined training standards
Improve training effectiveness through the analysis of production metrics, and additional mentoring when needed during training as well as post-training follow-up, especially with new hires in the first week of production
Cross-Functional Collaboration and Support
Support and collaborate with Care/Repair Experience on any training needs as they become relevant
Represent the Contact Center Team when Technical/Owner Support training is needed by other internal/external departments
Identification and Escalation of Customer Service Knowledge Issues
Capture and report any emerging Customer Service issues
About You
Core Skills and Competencies
Excellent organizational ability.
Exceptional team player
Ability to understand the Dyson brand and uphold its integrity
Self-motivator with a strong ability to work independently/remotely required
Previous experience in remote Customer Service operations environment preferred
Clear understanding of service operations and processes
Experience delivering Virtual and E-learning materials
Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills required
Proficiency in Microsoft Office Suite required
Strong communication skills, both written and verbal
Qualifications and Experience
2+ years of professional facilitation, leadership and customer service experience
High level of customer service orientation required—a desire to help or serve others, to identify and meet their needs
Excellent grammar, writing, and editing skills; ability to write in a range of styles and tones from highly technical to informal/casual.
Ability to navigate ambiguity, support multiple projects, and meet deadlines in a fast-paced environment
Developed problem-solving skills and the ability to focus attention on details
Ability to evaluate employees and coach/develop to standard
Proven ability to build and maintain strong relationships with people at all levels of a business
