Customer Support Trainer

ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.

POSITION SUMMARY:

The TT Contact Center Trainer is a key member of the Customer Support group that leverages their deep contact center leadership experience and continuous improvement mindset to shape and improve the skillset of Customer Support employees to support business initiatives and objectives.

As a Contact Center Trainer, you will play a pivotal role in the development and enhancement of our contact center staff's skills and knowledge. Your primary responsibility will be to design, deliver, and evaluate training programs that empower our agents to provide exceptional customer service. This role requires a blend of hands-on training, curriculum development, and a keen understanding of contact center operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Design and develop training programs to enhance the skills and knowledge of the customer support agents.
• Create training materials, including manuals, presentations, and multimedia resources.
• Implement ongoing training programs to ensure customer support agents stay updated on product updates, and customer service best practices.
• Focus on improving agent’s soft skills such as communication, active listening, empathy, and problem-solving.
• Provide training on the use of call center technologies, software, and CRM systems.
• Ensure agents are proficient in handling customer interactions using the tools available.
• Monitor and evaluate calls to identify areas for improvement and provide feedback to agents.
• Work with underperforming agents to develop performance improvement plans.
• Provide coaching and additional training to address specific skill gaps.
• Generate reports on training effectiveness and areas for improvement.
• Additional duties as assigned.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in a relevant field (e.g., Training and Development, Communications, Business) is often preferred.
• Previous experience as a contact center trainer or in a similar customer service role is required.
• Intermediate to advanced computer skills
• Exceptional knowledge of Microsoft Office products
• In-depth knowledge of the call center industry, customer service principles, and relevant technologies.

ESSENTIAL SKILLS:

• Ability to analyze performance data, identify trends, and develop solutions to address training needs.
• Meticulous, highly organized
• Ability to work well in a team environment as well as independently.
• Must be able to work extended hours and weekends/holidays as needed to meet deadlines.
• Strong oral and written communication skills
• Flexibility to adapt training programs to changing business needs and industry standards. 

BENEFITS:

• Competitive salaries
• Great benefits package (HMO, Health Insurance, Corporate Equipment, etc.)
• An outstanding collaborative work environment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position