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Customer Service Site Trainer - Connected Vehicle Services
Sirius XM
Irving, TX, United States
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Position Summary:
Trainer is responsible for new hire and cross-training classroom delivery, training improvement, and designing and updating curriculum and knowledge tools to ensure transfer of knowledge to both agents and other trainers to deliver first class customer service. Additional responsibilities include collaborating with key business stakeholders to identify and address training needs and working with vendor partners on various training initiatives to provide a return on investment to the business.
Duties and Responsibilities:
• Facilitate interactive classroom training.
• New curriculum design and updating of existing courses and other training material.
• Analyze current trends to determine training needs, then participate in efforts to create and deliver training.
• Collaborate with internal stakeholders and external resources to design and/or deliver learning programs that address identified needs.
• Translate technical information into user-friendly instruction.
• Conduct train-the-trainer sessions.
• Consistently demonstrate strong team dynamic with training team and all internal and external partners.
• Travel as required in support of the business (domestic and international).
• Other duties as needed.
Supervisory Responsibilities:
• While in classroom, will serve as leader and promote positive work environment, adherence to all company policies, expectations, and performance standards.
• Use sound judgement in escalating issues and concerns.
Minimum Qualifications:
• Two years training in a call center environment.
• Thorough knowledge of MS Office Suite (Word, Excel, PowerPoint, SharePoint, Access).
• Experience with eLearning software and HTML preferred.
• Additional leadership experience preferred.
• College degree preferred.
Requirements and General Skills:
• Strong interactive facilitation and presentation skills.
• Well-developed interpersonal skills and ability to interact and work with co-workers at all levels.
• Excellent written and verbal communication.
• Ability to work independently and in a team environment.
• Must project professionalism over the phone and in person.
• Commitment to internal and external clients, customer service principles, and the overall business.
• Willing and able to flex schedule to meet needs of the 24/7 business, including nights and weekends as needed.
• Willingness to take initiative and to follow through on projects.
• Strong organizational skills and attention to detail.
• Excellent time management skills, with the ability to prioritize needs, multi-task, and work under shifting deadlines in a fast-paced environment.
• Must have legal right to work in the U.S.
Technical Skills:
• Microsoft Windows.
• Thorough knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Access).
• eLearning authoring tools experience preferred.
• Instructional design experience a plus.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.