iMedia Brands is an equal opportunity employer.  We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.

The individual in this role must be able to perform the essential job functions with or without a reasonable accommodation.  In the event that a

ABOUT IMEDIA BRANDS:

iMedia Brands, Inc. (Nasdaq: IMBI) is a leading interactive media company that owns a growing portfolio of lifestyle television networks, consumer brands and media commerce services. Its brand portfolio spans multiple business models and product categories. Its television brands are ShopHQ, ShopBulldogTV, ShopHQ Health and LaVenta. Its media commerce services brands are Float Left Interactive and i3PL Services. Its consumer brands include J.W. Hulme, OurGalleria.com and TheCloseOut.com. Please visit www.imediabrands.com for more investor information.

OVERVIEW

The Call Center Training Specialist is the first point of contact for new call center team members and must lead by example to set a professional standard for Team Members to model. The trainer provides learning and development opportunities for team members, supports training programs for sales and support departments, partners with business unit to identify training and development needs, proposes solutions, and implements training programs to achieve business results.

Fun Team and Great Benefits!

• Health Care Benefits (including dental and vision)


• Retirement savings benefits such as a pension and 401(k)


• Paid Vacation


• And more!

Our flagship network, ShopHQ is a multiplatform interactive television network offering a balanced assortment of proprietary, exclusive and name brands to consumers in an engaging and informative shopping environment via television, online and mobile. ShopHQ reaches more than 84 million television homes with unique storytelling & entertaining content.

KEY RESPONSIBILITIES

• Provide Contact Center training in both a Synchronous and Asynchronous format, as well as in the classroom and remote


• Onboard New Team Members, and manage the relationship until completion of training


• Provide necessary coaching and corrective action to address non-compliance


• Create engaging  situational e-learning activities and course content that enhances retention and transfer


• Cultivate a positive and captivating environment to promote employee engagement and knowledge retention


• Develop and maintain participant guides, leader’s guides, and support materials


• Collaborate with leaders and QA team to identify team member’s training needs


• Stays current on changes to policies and procedures , system functionality, call flow, sales strategies, quality assurance, and customer issues


• Ensures program efficiency by evaluating Team Member performance during and post-training to identify gaps, and implements solutions


• Manage Knowledge Base including maintaining, updating, editing, and archiving knowledge management articles


• Effectively communicates both verbally and in a written format to various stakeholders, in varying positions, interdepartmentally, to external partners, as well team members with diverse backgrounds


• Proactively plans and communicates training schedule to necessary stakeholders


• Analyzes program effectiveness and makes recommendations to improve employee satisfaction and performance


• Provide floor support by answering employee questions, resolving escalated customer contacts, and fielding customer interactions as needed


• Support to Quality and Training team by providing support during staffing shortages and off-peak training season

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

• Bachelor’s Degree or equivalent combination of education and experience


• 2+ years’ experience in training and development of both sales and customer service (preferred)


• Strong communication skills required


• Scheduling reliability and flexibility is vital (working  variety of day and evening hours as needed)


• Strong technical skills and ability to learn new software and systems quickly


• Strong prioritization skills and ability to pivot


• Strong professional acumen and ability to lead by example


• Exemplary presentation skills and group facilitation skills


• Influential leader with strong attention to detail


• Highly motivated individual with ability to drive change and improve existing process


• Excellent organization and time management skills


• Salesforce CRM & KM, SharePoint, Microsoft Office, UKG, Genesys, and Bluip experience preferred

CAREER PATH

Sr. CS Training Specialist, Manager of Quality, Training, and Development,  Customer Operations Director

n applicant or employee wishes to seek a reasonable accommodation, please contact iMedia’s Human Resources department for further direction.

This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required.  All employees may be required to perform duties outside of their normal responsibilities as needed, and iMedia management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.