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Job Details

Training Call Center Specialist - Outsource Support

Company name
Wal-Mart Stores, Inc.

Location
Fort Worth, TX, United States

Employment Type
Part-Time

Industry
Training, Education, Call Center, Customer Service

Posted on
Dec 26,2018

Valid Through
Apr 10,2019

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Responsible for working with in-house Training Design/ Development team, Call Center Quality Assurance team, Call Center Operations, and Customer Care business senior leadership.\u003cbr\u003eOur 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.).\u003cbr\u003eUltimately, the Training Call Center Specialist – Outsource Support will oversee call center agent development within outsourced partners at Walmart Global eCommerce Customer Care.\u003cbr\u003eResponsibilities\u003cbr\u003e• Map out annual training plans for trainers, agents and support departments\u003cbr\u003e• Design and develop training implementation programs for outsourced and/or in-house teams\u003cbr\u003e• Assess training program and tools to determine effectiveness and impact on agent skills and KPIs\u003cbr\u003e• Evaluate, recommend and implement blended learning methods / solutions (e.g. Instructor led, simulations, mentoring, on-the-job training, elearning, gamification, etc.)\u003cbr\u003e• Conduct/ lead organization-wide training assessment and identify learning gaps\u003cbr\u003e• Oversee / evaluate/ correct Train the Trainer program across outsourced partners \u003cbr\u003e• Conduct on-site partner visits (globally) to evaluate existing training programs, provide support, implement new programs, stand up new partners\u003cbr\u003e• Consult and collaborate with key stakeholders to determine needs that will drive performance\u003cbr\u003e• Gather feedback from trainers / trainees, make decisions to improve the learning curve\u003cbr\u003e• Partner with internal stakeholders and collaborate to create and or improve training programs and implementation performance\u003cbr\u003e• Drive LMS adherence by ensuring that curriculums and training records are updated across all partners\u003cbr\u003e• Host and lead train-the-trainer sessions for internal and external subject matter experts\u003cbr\u003e• Schedule, manage, lead regular scheduled meetings with outsourced partners,VerityZone:formtext13,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Minimum Qualifications,AnswerValue:• BA degree in Education, Training, HR or related field or 3 years-experience supporting outsourced partners in call centers in area of Training\u003cbr\u003e• Proven work experience as a call center Training outsourced specialist, Training Facilitator or similar role\u003cbr\u003e• Ability to travel to partner sites domestically \u0026 internationally (up to 75 % travel)\u003cbr\u003e• Work flexible hours including evenings, weekends and holidays as needed \u003cbr\u003e• Strong knowledge of adult learning and development methodologies, and traditional and modern job training techniques such as virtual training and mobile training.\u003cbr\u003e• Ability to manage many projects in a fast-paced environment \u003cbr\u003e• Understanding and comfort level of knowledge of Learning Management Systems\u003cbr\u003e• Excellent communication and relationship building skills at all levels of the organization\u003cbr\u003e• Strong analytical \u0026 reporting skills, knowledge of call center metrics \u003cbr\u003e• Hands-on experience coordinating multiple training events in a corporate setting,VerityZone:formtext14,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Additional Preferred Qualifications,AnswerValue:• Proven ability to adapt to a fast-paced environment, while leading change\u003cbr\u003e• Extensive knowledge of instructional design theory and implementation\u003cbr\u003e• Proficiency in Learning Management Systems (LMS) reporting and web delivery tools\u003cbr\u003e• Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)\u003cbr\u003e• Experience with e-learning platforms, virtual communication and delivery tools such as Blackboard, Zoom, Webex, etc.\u003cbr\u003e• MS Office proficiency (Outlook, Powerpoint, Excel, Word, etc.)\u003cbr\u003e• Advanced organizational skills such as project management with the ability to handle multiple assignments at once (PMP Certification a plus) \u003cbr\u003e• Knowledge of Change Management theories, and organizational transformation methods\u003cbr\u003e• Experience working with multi-lingual, multi-cultural teams at a global scale,VerityZone:formtext15,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Category,AnswerValue:Customer Service and Call Center 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Company info

Wal-Mart Stores, Inc.
Website : http://www.walmart.com

Company Profile
Walmart helps people around the world save money and live better -- anytime and anywhere -- in retail stores, online and through their mobile devices. Each week, more than 245 million customers and members visit our 11,000 stores under 69 banners in 27 countries and e-commerce websites in 10 countries. With fiscal year 2013 sales of approximately $466 billion, Walmart employs 2.2 million associates worldwide.

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