Previous call center experience with three or more of the following characteristics: 1-2 years training/teaching experience, preferably in a technical support call center environment More than three months experience as an inbound call center TSR More than three months experience as quality assurance analyst, trainer or acting supervisor Bachelors degree (or equivalent) education Training and or management in a call center environment is preferred
- Provide one-on-one coaching to TSRs in training to ensure the highest levels of quality customer service.
- Work as a team with all members of the Quality and Training Departments to meet company training/quality goals.
- Provide weekly feedback to the team on training and quality needs assessments throughout the organization and recommendations for improvements.
- Work with company-wide training team to develop recognition and rewards for outstanding trainees, most improved trainees, etc.
- Work to continually improve attrition and eliminate high turnover with thorough training. Job Requirements
Technical Skills: (2 years experience)
Knowledge of :
- Broadband Internet service capabilities
- Client/server software technologies
- Ability to navigate database tools and related applications(e.g.,trouble ticketing system)
Successfully completes all prerequisite training including:
- Computer hardware, network, operations systems, software, and protocols
- Frame Relay, ATM, Ethernet, DHCP, PPPoE, Open PPPoE, DNS
- Email and associated protocols (SMTP,POP, IMAP)
- Email client setup (Netscape, Outlook, Outlook Express, etc.)
- Personal web/home page construction
- Networking components (video, data, voice)
- Video, data voice service components and functionality
- Home networking
- Use of area wireless technologies
- Wireless technology to include devices and protocols such as the distinction between 802.11a, b and g
- Virtual private network (VPN)
- Other emerging technologies
- New Hire Training and assessment exams (e.g., simulated call handling)
- Supplier supervisor training, the curriculum for which must be reviewed and approved
- Spend one week in Academy Bay
KGB USA - 9 months ago