Training Call Center Specialist - Outsource Support

Training Call Center Specialist - Outsource Support

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1221270BR

What you'll do at

What does a Training Call Center Specialist – Outsource Support do?
Training Call Center Specialist – Outsource Support responsibilities include communicating with business leaders and outsourced partners to identify training needs and mapping out development plans for teams and individuals Globally. Responsible for working with in-house Training Design/ Development team, Call Center Quality Assurance team, Call Center Operations, and Customer Care business senior leadership.
Our ideal candidate has passion for customer care training and leading others; has proven success managing outsourced partners in the call center industry, relationship management, strong knowledge of training design / development, project management and performance management leveraging data analytics, reports and on-site observations. Candidate should be comfortable with trainee and instructor equipment, materials and learning methodologies (Train The Trainer programs/ guides, Learning Management Systems (LMS), blended learning approach, class room facilitation, role plays, coaching, training reporting, etc.).
Ultimately, the Training Call Center Specialist – Outsource Support will oversee call center agent development within outsourced partners at Walmart Global eCommerce Customer Care.
Responsibilities
• Map out annual training plans for trainers, agents and support departments
• Design and develop training implementation programs for outsourced and/or in-house teams
• Assess training program and tools to determine effectiveness and impact on agent skills and KPIs
• Evaluate, recommend and implement blended learning methods / solutions (e.g. Instructor led, simulations, mentoring, on-the-job training, elearning, gamification, etc.)
• Conduct/ lead organization-wide training assessment and identify learning gaps
• Oversee / evaluate/ correct Train the Trainer program across outsourced partners
• Conduct on-site partner visits (globally) to evaluate existing training programs, provide support, implement new programs, stand up new partners
• Consult and collaborate with key stakeholders to determine needs that will drive performance
• Gather feedback from trainers / trainees, make decisions to improve the learning curve
• Partner with internal stakeholders and collaborate to create and or improve training programs and implementation performance
• Drive LMS adherence by ensuring that curriculums and training records are updated across all partners
• Host and lead train-the-trainer sessions for internal and external subject matter experts
• Schedule, manage, lead regular scheduled meetings with outsourced partners

Minimum Qualifications

• BA degree in Education, Training, HR or related field or 3 years-experience supporting outsourced partners in call centers in area of Training
• Proven work experience as a call center Training outsourced specialist, Training Facilitator or similar role
• Ability to travel to partner sites domestically & internationally (up to 75 % travel)
• Work flexible hours including evenings, weekends and holidays as needed
• Strong knowledge of adult learning and development methodologies, and traditional and modern job training techniques such as virtual training and mobile training.
• Ability to manage many projects in a fast-paced environment
• Understanding and comfort level of knowledge of Learning Management Systems
• Excellent communication and relationship building skills at all levels of the organization
• Strong analytical & reporting skills, knowledge of call center metrics
• Hands-on experience coordinating multiple training events in a corporate setting

Preferred Qualifications

• Proven ability to adapt to a fast-paced environment, while leading change
• Extensive knowledge of instructional design theory and implementation
• Proficiency in Learning Management Systems (LMS) reporting and web delivery tools
• Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• Experience with e-learning platforms, virtual communication and delivery tools such as Blackboard, Zoom, Webex, etc.
• MS Office proficiency (Outlook, Powerpoint, Excel, Word, etc.)
• Advanced organizational skills such as project management with the ability to handle multiple assignments at once (PMP Certification a plus)
• Knowledge of Change Management theories, and organizational transformation methods
• Experience working with multi-lingual, multi-cultural teams at a global scale

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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