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Wolters Kluwer Customer Service Training Analyst -Training & Software Support in Topeka, Kansas

R0020007

Customer Service Training Analyst -Training & Software Support

Wichita, KS, Kennesaw, GA, or Remote

JOB DESCRIPTION

The Customer Service Training Analyst -Training & Software Support provides training and development for contact center staff through continual review, feedback and on-the-job development to ensure an elite customer experience. Listens to recorded and/or real-time calls to evaluate the contact center staff's skills in dealing with customers, as well as the accuracy and effectiveness of information or advice provided to customers. May act as "floorwalkers" to give immediate assistance to Tax & Accounting (TAA) Customer Service and Support Team regarding customer inquiries which they are unable to answer.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Facilitates live and virtual training sessions and workshops as needed to address new skills, technology, software updates or processes for customer service team members to ensure the highest levels of readiness

  • Provides customer service team members with 1:1 feedback, coaching, examples, performance assessments, and best-practice activities to help improve the skill set needed for their role

  • Collaborates on a consistent basis with Learning & Enablement peers and the customer service organization to identify and address skills and knowledge gaps.

  • Coordinates with subject matter experts to ensure that a cohesive approach across all classes

  • Uses a variety of learning activities to engage participants (ice breakers, gamification, whiteboards, polls, and breakout rooms)

  • Tracks learning progress daily and communicates progress to applicable leadership and other key contributors.

  • Identifies, resolves, and escalates training-related and performance issues that are barriers to effectiveness when necessary

  • Partners with Instructional Design team to develop meaningful content and training interventions

  • Assists with various Learning & Enablement projects as needed, i.e. annual new hire curriculum review, annual Sales Kick Off Meeting, etc.

JOB QUALIFICATIONS

Education:

  • Bachelor’s degree a plus, or relevant work experience

Required Experience:

  • Minimum 3 years relevant experience to include a combination of the following:

  • Working in a customer support discipline

  • Exposure to tax and accounting market, along with relevant technical customer support in a similar software environment

  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)

Preferred Experience:

  • Experience with tax and accounting software preferred.

Other Preferred Knowledge, Skills, Abilities or Certifications:

  • Strong coaching and mentoring skills

  • Team oriented, cooperative, and flexible. Demonstrated ability to collaboratively work with a wide range of people at all levels of the organization

  • Self-starter that takes initiative; seeks out and has ability to drive change through persuasion and leadership

  • Excellent written and verbal communication skills

  • Demonstrated ability to prioritize and manage multiple tasks while working in a fast paced, changing and matrixed team environment

  • Articulate complex information clearly

  • Detail-oriented and able to own, organize, and prioritize workloads to handle multiple top priorities

  • Strong work ethic and passion for excellence

  • Ability to work independently and meet deadlines with minimal supervision

Travel requirements: Typically less than 5%

SUMMARY

Requires working knowledge of theories, principles and concepts and applies general knowledge of business and industry practices within customer service / training. Understands key business drivers and builds knowledge of the company, processes and customers. Under a moderate level of guidance, responsible for solving moderately complex problems following established policies and procedures. Contributes to the training and development for contact center staff through continual review, feedback and on-the-job development. May listen to recorded and/or real-time calls to evaluate the contact center staff's skills in dealing with customers, as well as the accuracy and effectiveness of information or advice provided to customers. Plans own work and adjusts efforts to meet goals. Supports the achievement of goals through own personal efforts.

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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