Basic Training Support Specialist

JOB DESCRIPTION:

Assist in coaching new hire Ordering Specialists to achieve the client and the center’s objectives and behavioral standards, in line with company objectives, policies and guidelines. May also be assigned other tasks and duties for career development in preparation for succession planning.

RESPONSIBILITIES:

Drive operational performance to deliver client and employee onboarding outcomes:

• Coach New Hire Specialists to meet required contractual objectives
• Mentor —instead of giving answers—should encourage New Specialists to utilize all resources to answer questions
• Responsible to reinforce the confidence of the New Hire Specialists, eliminate stressful situations and ensure that the Supervisor is aware of any performance problems immediately
• Accountable to create and maintain an efficient learning environment
• Provide and produce effective monitoring feedback
• Create and maintain a positive working environment to encourage good team spirit and deliver the highest standards
• Maintain a thorough understanding of the Client’s Business Rules to resolve Specialist queries

• Actively contribute to assist in continual improvement
• Provide feedback & suggestions on contract specific needs for continual improvement to immediate Supervisor
• Remotely monitor New Hire Specialists as a coaching tool and to measure progress and quality.
• Coach by identifying performance gaps and developing and implementing action plans to assist New Hire Agents in meeting or exceeding requirements
• Deliver additional New Hire Agent training when required to achieve center expectations

Effectively contribute as a member team to assist in meeting the company and client’s expectations:

• Mentor New Hire Specialists to assist in their development
• Collaborate with other BTSS and Management for consistency
• Recognize and Celebrate New Hire and Team accomplishments
• Special projects as required

The Basic Training Support Specialist will take inbound to-go/catering calls as needed. To ensure they are meeting the following expectations:

• Deliver outstanding customer service – build rapport, problem solve, influence, and assist the customer in making educated decisions. Ensure accurate entering of all to-go orders.
• Become a subject matter expert on assigned menus and associated allergens/special accommodations
• Highlight all client requested items on all calls
• Conversational upselling to increase the customer’s check amount
• Set the example for new hires on providing superior guest experience and phone efficiencies

QUALIFICATIONS:

• Ability to learn and facilitate new products and computer programs quickly
• Ability to work independently and effectively with all levels of management
• Ability to detect problems and recommend solutions
• Knowledge of adult learning styles a plus
• Minimum of being assigned two concepts

• Less than 2 attendance points at the time of application.

• High school graduate or equivalent