Executive Trainer: Customer Service Excellence

Firstsource; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Firstsource in Palm Bay, Florida is seeking an Executive Trainer to lead and deliver training programs that boost customer service excellence. You will design curricula, conduct needs assessments, and apply diverse methods including workshops and e-learning to develop frontline teams.

The role emphasizes coaching, measuring training impact, collaborating with management, and staying current with industry practices.

Qualifications

• Bachelor's degree and minimum of 3 years in customer service and training roles.
• Proven track record of training and developing teams.
• Strong analytical skills to assess training needs and outcomes.

Responsibilities

• Develop and deliver comprehensive training programs focused on customer service excellence.
• Conduct needs assessments to identify training gaps and tailor programs accordingly.
• Utilize workshops, e-learning, and on-the-job training.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with management to align training with business objectives.
• Provide ongoing coaching and support to customer service representatives.
• Stay updated on industry trends and best practices in customer service and training.
• Prepare training materials, manuals, and documentation for reference and future training sessions.
• Facilitate role-playing exercises and simulations to enhance practical skills.
• Maintain accurate records of training sessions, participant progress, and feedback.

Skills

Customer service principles

Excellent communication

Engage and motivate learners

Training program design

Organizational skills

Assessment of training effectiveness

Education

Bachelor's degree in Business Administration, Human Resources, Education, or related field

Tools

E-learning platforms

Training software

Job description

Firstsource in Palm Bay, Florida is seeking an Executive Trainer to lead and deliver training programs that boost customer service excellence. You will design curricula, conduct needs assessments, and apply diverse methods including workshops and e-learning to develop frontline teams.

The role emphasizes coaching, measuring training impact, collaborating with management, and staying current with industry practices.