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Posted: Friday, November 3, 2017 2:46 PM

The Training Advocate is responsible for providing support, direction, and assistance to new and incumbent call agents, and assisting the Manager assigned to the nesting and transition program for all call groups in the center. This position provides high-level support and fosters a nurturing environment to quickly and effectively build skills and aid in the transition from the training environment to the call floor. This position provides soft skills, call model, and systems coaching to build skills proficiency and effective call management. This position requires on-going development of product knowledge and expertise, as well as systems and operations functionality.

Job Duties/Responsibilities:

* Conducts timely and effective coaching of assigned new hire and incumbent agents in transition and nesting
* Uses call system and handling expertise to provide guidance on proper management of customer situations and sales opportunities, and maintains current relevant knowledge available through training and operations sources related to designated call types in the facility
* Facilitates group meetings with designated agents to coach or retail on areas requiring reinforcement or retraining, engaging training organization for more extensive training needs, as appropriate
* Communicates effectively on all issues related to the daily operations with all levels of management, identifies systemic issues requiring action, such as modifications to call agent training, resource updating, or systems changes and fixes, and raises issues to appropriate business leadership
* Runs reports and reviews performance metrics to identify areas or opportunity, and, working with site leadership, develops and executes coaching action plan to drive improvements
* Completes new training courses periodically as a participate to build and reinforce knowledge levels and identify opportunities for improvement based on observations in transition and nesting
* Adheres to all deadlines and productivity and quality standards
* Provides outstanding customer service through efficient, friendly, and professional service to internal and external customers
* Performs other duties as assigned
* Age Requirement: 16+

Job Requirements:

* Proficiency with some call-taking systems, with the ability to learn additional systems as assigned
* Ability to coach others in a work environment
* Proficient skill in using Microsoft Office applications, such as Excel, Word, and Outlook
* Strong oral and written communication skills
* Coaching skills, patience, enthusiasm, and the ability to develop the skills of others
* Strong problem solving skills
* Ability to work in a team environment
* Ability to work independently with minimal supervision
* Ability to adjust work schedule to meet the needs of training and nesting and transition
* Frequent standing and walking, with some sitting, bending and reaching as necessary
* Ability to frequently use fingers and hands to manipulate, computer, telephone, and other standard office equipment
* Ability to communicate with customers and co-workers while wearing a telephone headset
* Ability to lift up to 20 lbs.
* Frequent documentation by handwriting and computer (typing)

Preferred Skills:

* Experience working in multiple lines of business

Equal Opportunity Employer / Disability / Vet.


• Location: Phoenix

• Post ID: 63417367 phoenix is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017