GE Appliances Veterans Jobs

Job Information

GE Appliances, a Haier company ASI-Customer Service Trainer in Memphis, Tennessee

Job Location

USA, Memphis, TN

Job Posting Title

ASI-Customer Service Trainer

The Challenge

The Contact Center Instructor works closely with leadership to develop and deliver curriculum, coach and mentor new contact center agents whose primary goal is delivering world-class customer service, troubleshooting and problem resolution for GE Appliances customers and consumers.

In addition to facilitating new hire classes, the Instructor will perform a full range of quality of service duties to include auditing, mentoring, coaching of new hires to achieve highest quality standards, as well as implement attendance and behavior corrective actions as they relate to a classroom.

What you will Do

Essential Duties & Responsibilities:

· Facilitate and deliver high-quality learning content for new hires.

· Coach new hire agents and provide detailed, timely feedback.

· Partner with Leadership to audit calls and provide quality coaching and mentoring of agents on the floor to drive higher quality of service and performance.

· Evaluate and analyze the quality, retention, and effectiveness of training material. Report on trends and work with Quality & Training leadership to identify training/coaching opportunities.

· Partner with Operations leadership to ensure a smooth transition from the classroom onto the call taking floor; act as quality coach/mentor on the floor, as needed.

· Remain up-to-date on new and emerging processes, technologies, trends and techniques used in the contact center environment.

· Support the development of Learning Plans for key Contact Center roles

· Partner with subject matter experts and external resources to design and develop online and face-to-face courses and curriculum relevant to technical skill gaps and specific job requirements in ASI.

· Use instructional design and adult learning principles to ensure competency-based content is developed and delivered.

· Work with HR and ASI Leaders to establish the frequency of course offerings relevant to curriculum and organizational needs.

· Set up and update learning plans in the Learning Management System (LMS); monitor dashboards and report out on completion.

· Instruct contact center-related courses, frontline leadership, and other courses as needed.

· Manage the schedule and logistics for assigned courses.

· Use the LMS tool to set up classes, assign training to employees, record participant attendance, manage training documentation and generate reports.

· Establish evaluation plans for all learning activities. Evaluate the effectiveness of courses and trainers through surveys and other tools.

· Assist with curriculum development to evaluate, revise and enhance training curricula based on business needs, including materials for a computer-based-training program.

· Facilitate and deliver high-quality learning content for new hires.

· Coach new hire agents and provide detailed, timely feedback.

· Partner with Leadership to audit calls and provide quality coaching and mentoring of agents on the floor to guide higher quality of service and performance.

· Evaluate and examine the quality, retention, and effectiveness of training material. Report on trends and work with Quality & Training leadership to identify training/coaching opportunities.

· Partner with Operations leadership to ensure a smooth transition from the classroom onto the call taking floor; act as quality coach/mentor on the floor, as needed.

· Remain up-to-date on new and emerging processes, technologies, trends and techniques used in the contact center environment.

· Support the development of Learning Plans for key Contact Center roles

· Partner with subject matter experts and external resources to design and develop online and face-to-face courses and curriculum relevant to technical skill gaps and specific job requirements in ASI.

· Use instructional design and adult learning principles to ensure competency-based content is developed and delivered.

· Work with HR and ASI Leaders to establish the frequency of course offerings relevant to curriculum and organizational needs.

· Set up and update learning plans in the Learning Management System (LMS); monitor dashboards and report out on completion.

· Instruct contact center-related courses, frontline leadership, and other courses as needed.

· Manage the schedule and logistics for assigned courses.

· Use the LMS tool to set up classes, assign training to employees, record participant attendance, manage training documentation and generate reports.

· Establish evaluation plans for all learning activities. Evaluate the effectiveness of courses and trainers through surveys and other tools.

· Assist with curriculum development to evaluate, revise and enhance training curricula based on business needs, including materials for a computer-based-training program.

· Administer corrective action for attendance and behavior while in the classroom environment

· Partner with HR to help the community better understand a career in contact centers, develop skills and pipeline talent.

· Collaborate with HR and ASI Leaders to develop and improve courses and experiential learning to meet organizational needs.

· Develop, plan and execute train-the-trainer courses for internal employees as needed.

· Work with the quality assurance team to ensure the best consumer experience.

· Other duties as assigned

· Ensure compliance of all laws and regulations pertaining to contact centers.

What you need to Succeed

Minimum Qualifications:

  • Bachelor’s Degree in Human Resources, Learning & Development, Business Administration or related course of study or equivalent experience.

  • Demonstrated experience in classroom management, course planning and facilitation with diverse audiences at all levels of the organization.

  • Organized and thorough, with effective time management skills; able to prioritize and plan to manage a class of 15-25+ new hire agents.

· Ability to identify and propose solutions for processes, trends or changes causing a negative impact on customer service, sales, or efficiency.

· Must be able to work flexible hours.

· Demonstrated writing, facilitation, and verbal communication skills, articulating complex ideas in an easy to understand manner to all levels of the organization.

· Demonstrated experience in curriculum development.

· Proficient in Microsoft Office Suite; e-learning software experience preferred.

· Highly results- and customer-oriented.

· Ability to interact and influence all organizational levels.

· Open to change and input from diverse teams.

· Creative, flexible, detail-oriented and well-organized.

Preferred Qualifications:

· Bachelor’s degree in training, adult education or business management.

· Project management skills and motivational techniques.

· 2 years of Learning and Development experience within a contact center environment.

· Preferred Certifications: (CPLP) Certified Professional in Learning and Performance, Certified Master Facilitator™.

Working Conditions:

· Working conditions are normal for an office environment.

· Work requires the ability to work flexible hours, including evenings weekends and holidays.

· 5% domestic travel required.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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