CX Trainer

About the role

The ideal candidate will possess a background in Customer Service and/or call center operations. In this role, the Trainer will lead regular training sessions to uphold company policies and legal standards, with a key emphasis on the growth of new team members. Reporting directly to the Senior Manager of Customer Experience Strategy, this position plays a pivotal role in fostering a skilled and compliant workforce.

What you'll do

• Assess current training programs and make recommendations to improve their effectiveness
• Assess internal employee skill levels and competencies, by conducting needs analysis, monitoring participant progress during training
• Coach and monitor new employees to increase their effectiveness
• Administer progressive discipline to new employees regarding attendance and performance requirements, as needed
• Provide tracking/reporting to management on training program progress, new hire development, and course effectiveness

What you need

• 3–6 yrs of experience
• Communication
• Customer service
• Any graduate