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Trainer - Consumer Contact Center

Company: Penske
Location: Reading
Posted on: December 5, 2019

Job Description:

Description: Position Summary: The Trainer will maximize call center representatives effectiveness by ensuring representatives and supervisors have thorough knowledge of all Penske processes, services, and problem resolution. In addition, they will ensure representatives have the skills to provide a positive customer experience to new and existing customers and are responsible for assessing the quality of the performance of our call center associates who deal with our internal and external customers. Major Responsibilities: Training Responsibilities: • Plan, conduct, and implement a comprehensive training program for contact center staff; training components will be geared toward new hires, existing staff and advisors who need one-on-one assistance • Deliver individual results by maintaining policy and procedure resources, providing coaching, conducting training sessions, identifying process improvement opportunities, and developing the resources to facilitate those opportunities • Improve training effectiveness by developing new approaches and techniques, and making support readily available • Engage in quality assurance tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities • Maintain department intranet site and knowledge base training online updated with current information QA Responsibilities: • Determine training needs by listening to live and recorded calls, reviewing cases and conferring with the leadership team • Provide written feedback to reps and managers/supervisors on areas of focus with reps on the team(s) through observations of monitored calls: • Identify areas for skill refreshers and other training needs as a result of call monitoring • Identify skill gaps and develop short training modules to address gaps • Assist in identifying best practices across the teams and create a forum to share these tools and ideas • Perform other duties as assigned Qualifications: Qualifications: • Bachelor's degree or equivalent work experience • Prior Penske Rental management experience preferred. Positions preferred:Supervisor/Lead Green Hill Campus, CDM, BRM and RSR • Three (3) years or more of high volume, fast paced call center experience preferred. • Three (3) years or more of methods and procedures documentation and development • Three (3) years or more of strong facilitation skills with previous successful training experience - Excellent verbal and written communication skills • Good listening and consultative skills • Strong analytical and decision making skills • Self-directed, self-managed with the ability to work independently without close supervision, and as a member of a team • Capable of multi-tasking, highly organized, with excellent time management skills Ability to: • Captivate an audience and keep them engaged • Develop training and methodology programs that are unique to Penske’s goals and values • Create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors and managers) • Handle multiple projects and prioritize effectively • Problem solving abilities • Regular, predictable, full attendance is an essential function of the job • Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required Physical Requirements: The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines. While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Penske is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. About Penske Truck Leasing Penske Truck Leasing Co., L.P., headquartered in Reading, Pennsylvania, is a partnership of Penske Corporation, Penske Automotive Group and Mitsui & Co., Ltd. A leading global transportation services provider, Penske operates a premier fleet of vehicles and serves its customers from locations in North America, South America, Europe, Australia, and Asia. Penske’s product lines include full-service truck leasing, contract maintenance, commercial and consumer truck rentals, used truck sales, transportation and warehousing management and supply chain management solutions. Visit www.GoPenske.com to learn more. Work Locations: 100 Gundy Drive Reading, PA 19607 Primary Location: United States-Pennsylvania-Reading Zip: 19607 Job: Other Corporate Penske (Oracle) Job Name: Other Corporate Req ID: 1909829

Keywords: Penske, Reading , Trainer - Consumer Contact Center, Other , Reading, Pennsylvania

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