The posting
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Role Purpose
The Customer Service Trainer is responsible for designing, developing, and delivering comprehensive training programs for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role ensures new hires and existing staff are equipped with the knowledge, skills, and competencies required to deliver exceptional customer service, resolve technical issues, and meet performance standards. The trainer facilitates on-the-job coaching, creates educational materials, and assesses training effectiveness to drive continuous improvement and customer satisfaction.
Key Responsibilities
• Design and develop training curricula, materials, and resources (e.g., videos, manuals, job aids, e-learning modules) tailored to telecom customer service operations.
• Organize and deliver training sessions for new hires covering telecommunications products, policies, procedures, systems, and tools.
• Conduct onboarding training for Level 1 Customer Service Representatives, including communication skills, troubleshooting techniques, and use of multiple systems.
• Deliver advanced training for Level 2 representatives on escalation handling, complex problem-solving, technical troubleshooting, and mentoring skills.
• Facilitate role-playing activities and simulations to develop interpersonal skills such as empathy, conflict management, negotiation, and de-escalation techniques.
• Identify individual and team skills gaps through observation, assessments, and performance data analysis.
• Schedule and coordinate regular training sessions, refresher courses, and ongoing development programs.
• Liaise with operations managers and team leads to support on-the-job coaching and real-time feedback for handling difficult customer interactions.
• Ensure all training aligns with telecom industry standards, compliance requirements, and data privacy/security protocols.
• Train staff on the use of Microsoft Office applications (including CoPilot), GenAI tools, and contact center technologies.
• Assess the effectiveness of training programs by measuring impact on staff performance, quality scores, productivity metrics, and customer satisfaction.
• Maintain accurate and updated records of training curricula, attendance, certifications, and materials using Learning Management Systems (LMS).
• Collaborate with subject matter experts and leadership to continuously improve training content and delivery methods.
• Support change management initiatives by preparing teams for new processes, tools, or system updates.
• Minimum 3 years of experience as a Customer Service Trainer, Learning & Development Specialist, or similar role.
• Prior experience in telecommunications, technical support, or customer service positions strongly preferred.
• Proven ability to design and deliver training programs for both entry-level and advanced customer service roles.
• Knowledge of Learning Management Systems (LMS) and e-learning development tools.
• Familiarity with interactive learning activities, adult learning principles, and instructional design methodologies.
• Excellent communication, presentation, and facilitation skills with the ability to engage diverse audiences.
• Strong analytical skills to assess training effectiveness and identify performance improvement opportunities.
• Proficiency with Microsoft Office Suite, including CoPilot, and experience using GenAI tools for content development.
• Ability to work in a fast-paced, high-volume contact center environment.
• Strong organizational skills with attention to detail and ability to manage multiple training initiatives simultaneously.
Preferred Skills
• Bachelor's degree in Education, Human Resources, Organizational Development, or a related field.
• Additional certification in training, instructional design, or adult education (e.g., CPTD, ATD certification).
• Experience training on telecom-specific systems, billing platforms, or technical troubleshooting processes.
• Experience coaching or mentoring trainers or team leads.
Additional Requirements
• Flexible availability to deliver training during various shifts, including evenings and weekends as needed.
• Ability to facilitate training both virtually and onsite.
• Successful completion of background verification, including employment history, education, and criminal record.
