Trainer - Contact Center

Goodyear. More Driven.

About the Position

The Consumer Relations Trainer will support the Consumer Relations organization in Costa Rica through training contact center associates how to respond to customer phone and chat inquiries.  The inquiries are mainly related to assist customers with website navigation, assisting customers with existing order inquiries or helping customers select the appropriate tire for a new order. The trainer would be primarily responsible for training all new Costa Rica Call Center associates on the phone system, the computer system and documentation processes, as well as how to speak to and interact to customers in these specific call/chat scenarios.

Trainers will manage onboarding and ongoing upskilling for contact center associates, manage complex and multi-faceted training related projects and programs from beginning to end, which will likely include  timelines, training approach, resources, SME feedback and review process, testing, facilitation and instruction, Train the Trainers, rollout procedures, communication and change management.

Primary Responsibilities #LI-AV1

• Training & facilitation - likely including manage complex and multi-faceted training related projects and programs from beginning to end including timelines, training approach, resources, SME feedback and review process, testing, facilitation and instruction, Train the Trainers, rollout procedures, communication and change management.
• Manage participant rosters and GLC administration.
• Coach and provide feedback.
• Light content development, reinforcement, and/or Remediation/Follow up on trainings.

Required Education and Experience 

• Bachelor’s degree required.
• 2-3 years training experience.
• Training delivery/presentation skills.
• Previous call center experience (desired).

Desired Skills and Abilities

• Sales skills.
• Customer Service Skills.
• Automotive Industry knowledge (desired).
• Adept with software / PC skills.
• MS Teams.
• MS Office (Word, Excel, PowerPoint).
• Presentation and facilitation skills.
• Formal learning background (instructional design, ADDIE, adult learning, training certifications) (desired).