Call Centre Careers: Roles & Qualifications

Call Centre – Training Coach (Montréal and Toronto)

Top responsibilities
Qualifications and experience

Top responsibilities:

This position will be responsible for providing ongoing training and support to the CSRs within the Call Centre. This person will report directly to the Regional Manager, Training and Communications.

Responsibilities:

• Ensures all new promotions and ongoing programs are effectively communicated to CSRs
• Provides one-on-one and group training as required
• Aids in new hire training
• Ensures that maximum quality is being achieved at all times
• Facilitates short training programs and retraining as required
• Updates and maintains the training material
• Performs other related tasks

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Qualifications and experience

Candidate qualifications

Experience :

• Minimum of one year experience in Bell ExpressVu call centre is mandatory
• Excellent knowledge of ACSR
• Proven superior customer service skills
• Training experience and/or adult teaching experience is a definite asset

Skills and knowledge:

• Strong oral and written communication skills, in both French and English
• A detail-orientation, and strong organizational and planning skills
• Excellent computer skills, including proficiency with ACSR, MS Word, MS Excel, PowerPoint and Outlook
• Strong adaptability to change and the ability to cope with deadlines
• Strong Bell ExpressVu product/service, equipment and technology knowledge
• The ability to be a team player
• An energetic and enthusiastic attitude
• Fluency in French and English

Education requirements:

Post-secondary education or equivalent.

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