Job description
This position is a Remote position. Candidates in our list of registered states will be considered based on qualifications and ability to adhere to local employment laws.
NOTE: The selected candidate for this position will work remotely and, though location is flexible, will require vetting and final approval prior to offer and/or start. The following is a list of states that are not currently approved for remote work at AEP.
AK, CO, CT, DE, HI, IA, ID, KS, MA, ME, MS, ND, NH, NJ, NM, NV, NY, OR, RI, SD, UT, VT, parts of WA, parts of CA, WY, US Territories
Responsible for analyzing and coordinating the training needs for the Customer Solutions Centers. Develop, coordinate, instruct and evaluate training programs and ensure employees are properly trained. Serve as a resource to supervision in utilizing training to improve work group performance. Monitors and evaluates customer interactions by listening to calls in progress or in the system. Scores monitored calls as assigned.
ESSENTIAL JOB FUNCTIONS are listed below:
1.) Evaluate the effectiveness of training programs, curriculum, materials, facilities, and Trainers to develop continuing improvement plans.
2.) Develop partnerships with CSC Leadership.
3.) Conduct quality call monitoring and evaluations of customer interactions by listening to calls in progress or in the system. Scores monitored calls using standard evaluation methodologies.
4.) Participates in calibration sessions with CSC Managers and Supervisors.
5.) Make suggestions for change to accurately evaluate and measure quality performance in changing environment.
6.) Identify trends and training needs and provide results to the CSC Leadership Team.
Job Type
Relocation
Minimum Requirements
Education requirements are listed below:
- Bachelor of Arts or Science Degree required or Associate Degree and 2 or more years' of Customer Service experience required.
Work Experience requirement listed below:
2 years' Customer Operations Associate or direct Customer Service experience required.
Required License(s)/Certification(s) are listed below:
- Quality and Training Certification will be considered a plus.
OTHER REQUIREMENTS:
Physical demand level is Sedentary
Work Designation
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