This role involves delivering training programs for new employees in consumer support operations, developing training materials, and supporting process changes in contact center training.
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What We'll Bring:
The primary objective of this position will be to support training for consumer support contact center operations in the GCC.What You'll Bring:
- Delivers new hire training programs to new employees within operations.
- Incorporates learning objectives, activities and assessment into all training facilitations.
- Provides training to operations teams as TUCI products implement new features
- Provides training to operations teams in support of process/policy changes
- Continues to act as a point of contact for representative coaching, furthering representative development.
- Identifies new areas of opportunity for training and works with subject matter experts to develop and deliver training materials.
- Develop and update training materials to be current with operational needs and policies.
- Represent training team on Enterprise Operations projects.
Additional projects and duties as assigned.
Impact You'll Make:
- Bachelor’s degree preferred, but not required.
- 2-5 years of training delivery experience/background in a training role.
- 1-2 years of training experience with voice, data, or chat contact center agents
- Background in training in a classroom and/or a virtual environment.
- Comfort level with general technical concepts and training of these concepts.
- Proficient in Microsoft applications including PowerPoint.
- Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training.
- Strong attention to detail.
- Quick to learn, with a goal of becoming a SME on an all processes.
- Comfortable presenting and training groups on average of 15-25 people.
- Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed.
- Holds trainees accountable and assists in nesting phase of training development.
- Ability to maintain focus, flexibility, and organization.
- Comfortable working in fast-paced environment.
- Ability to identify gaps in representative knowledge, skills, etc.
Availability to work during U.S. business hours
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.TransUnion Job Title
Specialist I, Consumer TrainingTop Skills
Microsoft Powerpoint
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