Call Center Training Manager
Job Summary:
In this role, you'll be responsible for managing the learning and development of new and experienced legal intake specialists including but not limited to documentation, scheduling, quality improvement, measuring success, and keeping the program up to date. The Training Manager will also work Intake intermittently to maintain an understanding of the Intake process.
Essential Functions/Major Responsibilities
ā Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
ā Develop education materials, such as digital presentations, how-to manuals, and instructional videos.
ā Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
ā Training experienced employees on new or updated call center procedures to improve their performance or increase their skill set.
ā Observing the daily operations of call center employees and identifying any areas of improvement.
ā Liaising with team leaders and managers to conduct on-the-job coaching.
ā Measuring the effectiveness of training sessions and preparing individual or team progress reports.
ā Ensuring employees keep up their productivity and maintain high levels of client satisfaction.
ā Work with Intake Supervisors and Director on Call Center projects as requested.
Qualifications:
Experience: At least 4 year's experience working as a call center trainer.
Experience training in Legal Practice or Legal Marketing Firm, preferably one that focuses on mass torts.
Skills/Technical Requirements:
ā Excellent knowledge of sales techniques and customer service best practices.
ā Strong teaching abilities and mentoring skills.
ā Good communication, interpersonal, and conflict resolution skills.
ā Ability to provide leadership to personnel in a fast-paced and demanding work environment.
Job Conditions/Physical Demands:
Lengthy periods of time sitting and/or standing in front of a computer monitor reading and typing. Standing, sitting, walking, bending.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Job Type: Full-time
Application Question(s):
ā¢ Do you have experience training Legal Intake Agents?
ā¢ Do you have experience training for a Call Center?
Experience:
ā¢ Training Manager: 3 years (Required)
Work Location: Remote
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In this role, you'll be responsible for managing the learning and development of new and experienced legal intake specialists including but not limited to documentation, scheduling, quality improvement, measuring success, and keeping the program up to date. The Training Manager will also work Intake intermittently to maintain an understanding of the Intake process.
Essential Functions/Major Responsibilities
ā Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
ā Develop education materials, such as digital presentations, how-to manuals, and instructional videos.
ā Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
ā Training experienced employees on new or updated call center procedures to improve their performance or increase their skill set.
ā Observing the daily operations of call center employees and identifying any areas of improvement.
ā Liaising with team leaders and managers to conduct on-the-job coaching.
ā Measuring the effectiveness of training sessions and preparing individual or team progress reports.
ā Ensuring employees keep up their productivity and maintain high levels of client satisfaction.
ā Work with Intake Supervisors and Director on Call Center projects as requested.
Qualifications:
Experience: At least 4 year's experience working as a call center trainer.
Experience training in Legal Practice or Legal Marketing Firm, preferably one that focuses on mass torts.
Skills/Technical Requirements:
ā Excellent knowledge of sales techniques and customer service best practices.
ā Strong teaching abilities and mentoring skills.
ā Good communication, interpersonal, and conflict resolution skills.
ā Ability to provide leadership to personnel in a fast-paced and demanding work environment.
Job Conditions/Physical Demands:
Lengthy periods of time sitting and/or standing in front of a computer monitor reading and typing. Standing, sitting, walking, bending.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Job Type: Full-time
Application Question(s):
ā¢ Do you have experience training Legal Intake Agents?
ā¢ Do you have experience training for a Call Center?
Experience:
ā¢ Training Manager: 3 years (Required)
Work Location: Remote
Apply Now
Apply Now