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Training Call Center Specialist - Outsource Support

Walmart Fort Worth, TX

1221270BRReq ID:1221270BRCompany Summary:What started small, with a single discount store and the simple idea of selling more for less, has grown over the last 50 years into the largest retailer in the world. Each week, over 260 million customers and members visit our 11,695 stores under 59 banners in 28 countries and e-commerce websites in 11 countries. With fiscal year 2017 revenue of $485.9 billion, Walmart employs approximately 2.3 million associates worldwide. Walmart continues to be a leader in sustainability, corporate philanthropy and employment opportunity. It's all part of our unwavering commitment to creating opportunities and bringing value to customers and communities around the world.Job Title:Training Call Center Specialist - Outsource SupportTime Type:Full TimeCity:FORT WORTHState:TXPosition Description:What does a Training Call Center Specialist - Outsource Support do? Training Call Center Specialist - Outsource Support responsibilities include communicating with business leaders and outsourced partners to identify training needs and mapping out development plans for teams and individuals Globally. Responsible for working with in-house Training Design/ Development team, Call Center Quality Assurance team, Call Center Operations, and Customer Care business senior leadership. Our 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.). Ultimately, the Training Call Center Specialist - Outsource Support will oversee call center agent development within outsourced partners at Walmart Global eCommerce Customer Care. Responsibilities Map out annual training plans for trainers, agents and support departments Design and develop training implementation programs for outsourced and/or in-house teams Assess training program and tools to determine effectiveness and impact on agent skills and KPIs Evaluate, recommend and implement blended learning methods / solutions (e.g. Instructor led, simulations, mentoring, on-the-job training, elearning, gamification, etc.) Conduct/ lead organization-wide training assessment and identify learning gaps Oversee / evaluate/ correct Train the Trainer program across outsourced partners Conduct on-site partner visits (globally) to evaluate existing training programs, provide support, implement new programs, stand up new partners Consult and collaborate with key stakeholders to determine needs that will drive performance Gather feedback from trainers / trainees, make decisions to improve the learning curve Partner with internal stakeholders and collaborate to create and or improve training programs and implementation performance Drive LMS adherence by ensuring that curriculums and training records are updated across all partners Host and lead train-the-trainer sessions for internal and external subject matter experts Schedule, manage, lead regular scheduled meetings with outsourced partnersMinimum Qualifications: BA degree in Education, Training, HR or related field or 3 years-experience supporting outsourced partners in call centers in area of Training Proven work experience as a call center Training outsourced specialist, Training Facilitator or similar role Ability to travel to partner sites domestically & internationally (up to 75 % travel) Work flexible hours including evenings, weekends and holidays as needed Strong knowledge of adult learning and development methodologies, and traditional and modern job training techniques such as virtual training and mobile training. Ability to manage many projects in a fast-paced environment Understanding and comfort level of knowledge of Learning Management Systems Excellent communication and relationship building skills at all levels of the organization Strong analytical & reporting skills, knowledge of call center metrics Hands-on experience coordinating multiple training events in a corporate settingAdditional Preferred Qualifications: Proven ability to adapt to a fast-paced environment, while leading change Extensive knowledge of instructional design theory and implementation Proficiency in Learning Management Systems (LMS) reporting and web delivery tools Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate) Experience with e-learning platforms, virtual communication and delivery tools such as Blackboard, Zoom, Webex, etc. MS Office proficiency (Outlook, Powerpoint, Excel, Word, etc.) Advanced organizational skills such as project management with the ability to handle multiple assignments at once (PMP Certification a plus) Knowledge of Change Management theories, and organizational transformation methods Experience working with multi-lingual, multi-cultural teams at a global scaleCategory:Customer Service and Call Center



Fort Worth, TX
76101 USA
Posted: December 27, 2018