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WFM Product Trainor

Job Description

Under the supervision of the Senior Director for Customer Experience, the WFM product trainor at i3vision will have to train our customers on various technological solutions for customer contact centers. This position also includes the design and development of new programs and courses according to customer needs, updating training material and preparing training environments. This person will also have to lead training sessions and work jointly with the various i3vision departments and experts, when necessary.

Responsibilities and Duties

  • Plan and implement training activities.

  • Design and develop new training programs as needed.

  • Develop new learning techniques and offer immediate customer support.

  • Work with customers in order to fully understand their environments, needs, and requirements of their organization.

  • Establish training objectives and strategies to meet the needs of i3vision and its customers.

  • Prepare training sessions with/for customers.

  • Adapt training style to meet specific customer needs.

  • Be comfortable with training either face-to-face or remotely.

  • Write a post-mortem for each training and share it with the concerned parties.

  • Train i3vision employees on existing training and new programs.

 

Qualifications and Skills

 

  • Be open to remote work exclusively.

  • A minimum of 3 years of experience in a similar job.

  • In-depth understanding of PureCloud, PureConnect, GenesysCLoud Calabrio, Nice, Aspect, Verint, inContact software, an asset.

  • Excellent written skills.

  • Be able to express yourself perfectly in French and English.

  • Knowledge of contact center technology, such as telephony, workforce management (WFM), quality management (QM), customer service and sales.

  • Telecommunications experience, an asset.

  • Customer Contact Center Experience, an asset.

Reasons to join our team

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Canadian
Company

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Extended
Health Care

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Disability &
Life Insurance

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Flexible Hours
& Remote Work

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