Company Trainer - eCom - Manitoba Customer Contact Association

Company Trainer - eCom

eCom Customer Care is a growing customer contact center staying true to its Mom and Pop roots. We provide a multichannel approach the customer service industry via email, Live Chat and inbound calls. eCom is centrally located with a 100-seat facility to meet our client's needs.

Working for eCom guarantees a career that caters to internal promotions and business incentives. We pride ourselves on being a fast-growing company which never loses sight of our Mom and Pop roots.

As an employee of eCom Customer Care, you can look forward to:

  • Small training classes - so new employees can develop a sense of comfortability and confidence in their work.
  • EcoPass - discounted monthly transit passes
  • Health and dental benefits available!
  • Bi-Weekly Bonus - Biweekly incentive for being on time and present for all shifts
  • A consistent schedule - we understand our employees have a life, and we want to make scheduling as easy as possible for you!
  • Internal promotions - we want to reward those who strive to make our business better, after all, who knows a company better than its employees?
  • Direct deposit - you'll never have to worry about cashing a paycheck again
  • Staff BBQ's and Potlucks - we like to show our employees appreciation, and isn't the best way to anyone's heart free food?!

eCom Customer Care is currently looking to find a permanent, full-time Company Trainer. Hours will be from Monday to Friday with rotational weekends. Please outline your availability in your application.   

Company Trainer     

Department: Customer Care
Location: Unit 8-1421 St. James Street
Job Type: Full Time/Salaried
Salary Range: TBD

Description:

Job Purpose:

The Company Trainer oversees the training and development needs of the Contact Center. This position is responsible for providing resources and information while training and developing Customer Service Representatives (CSRs). The Company Trainer updates all internal and external company documentation. The Company Trainer also monitors every agent in the center to ensure the highest of call quality and customer service. This position reports directly to the Call Center Manager and works with the Call Center Supervisors to promote an environment of educational support.

Principal Duties & Responsibilities:

  1. Updating all forms of communication both external and internal. This includes the eCom Customer Care Wiki, LiveChat canned responses, DeskPro snippets and all call center scripting.
  2. Facilitate training and development sessions for the call center as required and as deemed necessary, including: new hires, loyalty, return to work plans, refresher training, sales training, DeskPro training and LiveChat training.
  3. Responsible for maintaining monitors for new hires within the first month of live activity.
  4. Develop, maintain and manage the Quality Analyst and Loyalty team handbooks.
  5. Responsible for training new members of the Loyalty team.
  6. Coach and create personalized training plans for CSRs on how to reduce error rates in their work
  7. Utilize the Westview coaching tracker to analyze error trends and improve internal processes and training methods.
  8. Work collaboratively with the Quality Analyst position to develop the Quality Control Action Plans as necessary.
  9. Creating, conducting and analyzing eCom Weekly Quizzes.
  10. Routinely reviewing and answering inquiries (emails, messages, etc.)
  11. Participates on special projects as assigned.
  12. Continually learns, maintains familiarity and develops new and existing policies, procedures and workflows.
  13. Host weekly Blitz meetings with the supervisor team.
  14. Participate in weekly calibration meetings with the loyalty and supervisor teams

Knowledge/Skills/Abilities Required:

  • Minimum of two years call center experience or equivalent supervisory experience in a related industry
  • Previous experience in training, facilitation and development is required.
  • Exceptional coaching, development and crisis management skills
  • Ability to identify barriers/obstacles to work flows
  • Ability to develop, mentor, coach individuals while monitoring performance trends
  • Excellent customer service skills
  • Demonstrated problem solving skills.
  • Strong organizational skills with attention to detail.
  • Ability to maintain a flexible attitude with a demonstrated ability of switching between several roles with limited delay.
  • Minimum of intermediate computer and internet usage skills including accurate data entry.
  • Professionalism with exceptional interpersonal skills.
  • Flexible and adaptable in response to change in any form.
  • Continuous learner.
  • Minimum Grade 12 education or GED equivalent with post-secondary education an asset
  • Is available to work varying shifts as required by eCom Customer Care while monitoring CSRs hours

If you have questions or you’re interested, please send your cover letter and resume to careers@ecomcc.ca. Join us! 

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