Customer Services Training Facilitator

The Customer Services Training Facilitator equips the Customer Services Team with the knowledge and skills needed to meet customer service goals.

This role develops training plans based on real-time data, quality assessments, and performance trends, ensuring effective delivery and addressing team and individual needs.

They conduct ongoing training sessions, coaching, and evaluations to prepare agents for exceptional interactions, while also developing content for new products and updating knowledge resources.

Supporting the QA team in process enhancements, the facilitator acts as a key link between the Customer Services Team and the Customer Service QA & Training Manager, driving continuous service improvement.