Call Centre - Training Coach (Montréal and Toronto)
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Call Centre – Training Coach (Montréal and Toronto)
Top responsibilities
Qualifications and experience
Top responsibilities:
This position will be responsible for providing ongoing training and support to the CSRs within the Call Centre. This person will report directly to the Regional Manager, Training and Communications.
Responsibilities:
- Ensures all new promotions and ongoing programs are effectively communicated to CSRs
- Provides one-on-one and group training as required
- Aids in new hire training
- Ensures that maximum quality is being achieved at all times
- Facilitates short training programs and retraining as required
- Updates and maintains the training material
- Performs other related tasks
Qualifications and experience
Candidate qualifications
Experience :
- Minimum of one year experience in Bell TV call centre is mandatory
- Excellent knowledge of ACSR
- Proven superior customer service skills
- Training experience and/or adult teaching experience is a definite asset
Skills and knowledge:
- Strong oral and written communication skills, in both French and English
- A detail-orientation, and strong organizational and planning skills
- Excellent computer skills, including proficiency with ACSR, MS Word, MS Excel, PowerPoint and Outlook
- Strong adaptability to change and the ability to cope with deadlines
- Strong Bell TV product/service, equipment and technology knowledge
- The ability to be a team player
- An energetic and enthusiastic attitude
- Fluency in French and English
Education requirements:
Post-secondary education or equivalent.
