Motor Vehicle Call Center Agent III providing customer service for DMV inquiries in Vermont. Handling questions and issues related to titles, registrations, and driver licenses via phone and electronically.
PS
Hybrid Contact Center Train & Tech Supervisor
Posted 2 months ago
About the role
- Lead training and technology enablement operations for the contact center at Public Group. Focus on customer experience and operational performance through training and process improvement.
Responsibilities
- Design and deliver onboarding and ongoing training for contact center agents
- Create, document, and maintain standardized operational processes and training materials
- Own and continuously improve the knowledge base (Publicpedia), ensuring accuracy and usability
- Collaborate with IT and vendors on system enhancements and requirements
- Lead or support User Acceptance Testing (UAT) for system changes
- Identify opportunities to improve tools, workflows, and automation
- Monitor KPIs and training effectiveness, providing insights to management
- Coach and support supervisors and agents; act as an escalation point for system-related issues
Requirements
- Experience in a contact center environment with training or supervisory responsibilities
- Strong understanding of contact center KPIs (AHT, FCR, CSAT, NPS)
- Hands-on experience with CRM, CTI, IVR, or ticketing systems
- Strong communication, coaching, and analytical skills
- Experience managing a knowledge base or wiki
- Background in technical support or process improvement
- Relevant certifications (Training, Quality, Six Sigma, COPC)
Benefits
- 💼 **Competitive compensation & benefits package**
- 💰** Performance-based bonus scheme**
- 🧑⚕️ **Comprehensive life & health insurance**
- 🏡 **Flexible hybrid working model** – to support your work-life balance
- 🧡 **Psychological support** via a professional helpline for you and your family
- 🚀 **Career growth opportunities** in a role that evolves with you
- 🎉** Valuable experience** in a well-known and fast-growing organization
- 📚 **Continuous learning** and upskilling through tailored programs
- 🏃🏽♂️ **Employee Wellness Program** – office Pilates & sports teams (padel, football, volleyball & more)
- 🚗 **Alternative transportation** with company shuttle buses to our offices
- 📲 **Exclusive access to our employee app**, OrangeGen, packed with tools, news & perks
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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