Training Facilitator (Customer Support Social)

ABOUT US

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191


ABOUT THE JOB

The Customer Support Social Training Facilitator Intern role is an integral member of the 24-7 Training Team and is responsible for introducing our newest teammates to the company and immersing them into the fun and innovative culture. 

The ideal candidate must demonstrate excellent communication skills, thoughtful creativity, the ability to engage a variety of learning styles, and must be an awesome team player since they’ll be working with trainers and teams from around the world to create the best experience for advisors and our biggest fans - the customers.

Responsibilities include (but are not limited to):

  • Facilitate new hire training classes using a variety of creative teaching techniques
  • Deliver ongoing training to current advisors
  • Evaluate and coach advisors
  • Monitor and push for training adherence and completion
  • Identify opportunities for training and curriculum development
  • Assess training needs; develop and deliver training materials
  • Support development of training plans and curriculum
  • Develop and administer knowledge assessment testing
  • Recommend and develop recursive training when necessary
  • Interact with all areas of the business related to products and services to ensure current information is included in training classes
  • Perform other duties as required
  • Some travel may be required

Preferred Skills:

  • Degree in Education or Business Administration is preferred
  • Experience in implementing adult learning principles into classroom training
  • Knowledge of existing and emerging training methods/tools/techniques
  • Contact center experience preferred

Required Skills:

  • Strong verbal and written communication and presentation skills
  • Strong analytical and problem-solving skills
  • Comfortable with client facing interaction
  • Coaching and mentoring experience
  • Able to work in a fast paced environment
  • Ability to time and task manage
  • Proficient in the use and application of Word, Excel, PowerPoint and Google Suite

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