Deskripsi Pekerjaan
Join Asurion as an Intermediate Trainer and take on a dynamic role that blends workforce management and training excellence. In this position, you will be responsible for monitoring real-time call queues and staffing levels, taking appropriate actions to achieve optimal performance. Additionally, you will develop and deliver training programs to enhance agent skills and productivity. Your expertise will ensure that our customer service team operates at peak efficiency, delivering exceptional service to our clients. This hybrid role requires a strategic thinker who can balance operational oversight with impactful training initiatives, driving continuous improvement in service delivery and employee development.
Tanggung Jawab
- Monitor real-time call queues and staffing levels to ensure service level targets are met
- Analyze workforce data to forecast staffing needs and create optimal schedules
- Develop, implement, and deliver comprehensive training programs for new and existing agents
- Evaluate training effectiveness and implement continuous improvement initiatives
- Coach and mentor agents to enhance performance and job satisfaction
- Collaborate with management to align training initiatives with business goals
- Maintain accurate records of training activities and workforce metrics
- Stay updated on industry best practices and incorporate them into training programs
Kualifikasi
- Bachelor's degree in Business, Human Resources, or related field (or equivalent experience)
- 2-3 years of experience in workforce management or training in a call center environment
- Strong analytical skills with ability to interpret data and make informed decisions
- Excellent communication and presentation skills for diverse audiences
- Proficiency in workforce management software and Microsoft Office Suite
- Ability to thrive in fast-paced environments and manage multiple priorities
- Demonstrated problem-solving skills and attention to detail
- Previous customer service or call center experience preferred