About this role
The primary role of the job is to manage process trainers aligned to the process as well as to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and mentoring CE and process trainers, facilitate coaching and training classes as needed, administer Training Needs Analysis, and come up with action plans to address knowledge gaps and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the team with all training requirements.