Program Ready Trainer - AMC/VW - On Site - Call/Contact Center Experience Required

Job Description

Company Description

Bosch Service Solutions | Providing Innovative Service Solutions Worldwide
Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as Business and Shared Services. Around 9,000 associates provide and optimize customers’ business processes in approximately 40 languages. Visit our website for more information at www.boschservicesolutions.com.

Job Description

The Program Ready Trainer (PRT) is a support role responsible for delivering targeted, customer-based program specific training modules for classes of up to 12 people and providing ongoing refresher training, including program updates, as required by Bosch Service Solutions to support client programs.

• Working closely with the Operations Manager and Team Leads, support the development of training plans and curriculum.
• Function as a subject matter expert for the assigned training curriculum.
• Apply effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery in a classroom environment.
• Teaches customer service techniques that emphasizes soft skills training and promoting a positive customer experience.
• Administers knowledge assessment testing.
• Facilitate refresher training when necessary.
• Interacts with all areas of the business on products and services to ensure current information at all times.
• Provides training to existing employees on program updates and new accounts as necessary.
• Required to actively take calls in between training classes and other projects.
• Assists with QA monitoring, feedback, coaching as requested.
• Provides reporting on effectiveness, progress, improvements.
• Performs other duties as required.
• Some travel may be required.

Qualifications

• Associates Degree Education or Business Administration or equivalent work experience required, Bachelors preferred.

• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum desired.
• 3+ years previous contact center experience preferred, with emphasis on customer service training and call center systems, performance statistics.
• Strong presentation skills; analytical and problem solving skills.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Demonstrated ability to multi-task and meet timelines on deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Strong attention to detail.
• Able to build rapport and listen attentively to the needs of customers.
• Ability to develop employees through positive motivation and training.
• Ability to adapt to change and innovation.

Additional Information

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives.

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)