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Learning Apprentice

Location: 

Saint John, New Brunswick, CA, E2J 1M5

Req ID#:  79732

Summary of job Responsibilities:

Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.  Modifies and presents training programs for representatives/agents.  Tracks and analyzes training programs by examining agent performance.  Recommends changes to training programs.  Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.  Participates in identifying program needs, obtaining technical data and scheduling programs.  Maintains training records.

 

Education:

Four-year college degree or equivalent directly related work experience.

 

Experience Target:

At least 2 years of customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment.  Solid understanding of training processes and practices for adults.  Excellent product knowledge for a specific vertical market.

 

Knowledge/Skills/Abilities:

Skills: Excellent listening and oral/written communication skills.  Strong facilitation, problem-solving, research and decision-making skills.  Solid understanding and use of computer basics (Internet, e-mail, MS Office).  Organizational and time management skills.

 

Knowledge/Abilities:  Ability to manage challenging trainees and customers while remaining in control.  Good judgment and ability to express thoughts clearly and simply.  Ability to work a flexible schedule.

Learning Apprentice


Job Segment: Apprentice, Learning, Technical Support, Entry Level, Human Resources, Technology