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Title:  Training Specialist HCS Customer Experience

Requisition Id:  1921
Job Function:  Customer Experience
Career Area:  Customer Service
Position Purpose:

Under general direction, responsible for the initial and ongoing training of all customer experience staff. The primary function is to ensure effective training so that CSRs handle all calls in an effective and efficient manner and meet expectations for first call resolution. Through quality monitoring, ensures the appropriateness and effectiveness of training methods and call processing scripts.

Key Job Activities:

1) Develops and/or modifies training programs, tools and job aids, based on the needs of the center. Serves as a subject matter expert (SME) in the development of training materials. Documents current and new processes, as needed.


2) Delivers training for various curriculums in the classroom, huddles or specialty group; including on-boarding training. Manages the appropriate SMEs trainers who should be included.


3) Learns new systems or products in order to effectively facilitate training sessions.


4) Maintains knowledge of procedures, processes and call guides. Takes calls on a limited basis to remain current in operations and maintain skill level.


5) Ensure that operational and customer related functions of the call center are completed timely, accurately and sufficient to meet standards. Participates in meetings with peers and manager regularly to discuss and analyze productivity, service and future plans for growth.


6) Assist with any Team Lead, CSR or general center responsibilities, when required (e.g., answering QA lines, , quality monitoring, training, taking calls, etc.).


7) Performs other related duties and special projects as requested.

Required Education: in High School or Equivalent
Experience (North America & LATAM):
Required Years of Experience: 2-4
Certifications and/or Licenses:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Nearest Major Market: Indianapolis