Essential Functions Classroom Management/Modules/Up-training/Initiatives/Quality Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents. Monitors and completes daily attendance tracking during the entire process training until nesting. Formulates effective
Classroom Management/Modules/Up-training/Initiatives/Quality Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience. Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors. Conduct
The Instructional Systems Designer is responsible for analyzing learning and performance needs and translating them into effective, engaging, and measurable learning solutions. The role designs and develops instructor-led, virtual, digital, blended, and self-paced learning materials that