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Contact Center Training Coordinator Job

DATE: Aug 2, 2017

CITY: Columbus, OH, US, 43219

Company: DSW

Req #: 72701 
Location Name: Shoephoria! Customer Service Center, Columbus 
Department: Shoephoria! Customer Service Center 


At DSW, we believe in the power of shoes. We understand shoes bring out something great from within, and since 1991 we've been helping everyone feel the rush of finding that perfect pair. So when you work for DSW, you become a part of all that. A family whose core values are comprised of passion, accountability, collaboration, and humility. You become one of us, You become a Shoe Lover!


The Contact Center Training Coordinator works with team members, new hires, and subject matter experts to enhance the customer experience by coordinating customer service training.


Reports to: Customer Service Manager


Essential Duties and Responsibilities:


  • Coordinates and schedules all training courses. This includes new hire system training as well as on-going training
  • May assist with developing training schedule according to Training Manager’s expectations
  • Helps to establish system access for all users
  • Coordinates training of system that monitors customer service behaviors and adherence
  • May assist with training Shoe Lovers on Live Engage (Click to Chat) system
  • Assists with the development of daily communication handout by utilizing information from Process and Training manager
  • Assists with communicating at daily huddles with other members of leadership
  • Assists with updating training material when new processes or changes occur with systems or customer service within Shoephoria!
  • Partners with Training department to update all material in LRC
  • Attends weekly quality assurance meetings to assist Training and Process Managers in communicating any updates in training and/or daily huddles training needs.
  • Coordinates six week to peak calendar of re-training classes for shoe lovers to help prepare for Peak season
  • May assist with retraining Shoe Lovers on existing system and service
  • Collaborates with members of leadership on updates to training material
  • Attend project meetings and coordinate training materials for new project rollouts
  • Flexible schedule to assist with evening or weekend training/huddle
  • Helpline time to keep up with customer expectation


Required Skills and Competencies:


  • Organizational skills
  • Customer Orientation
  • Influencing Skills
  • Excellent written and verbal communication skills
  • Facilitation and presentation skills
  • Team player



  • Minimum of one year experience in a contact center.
  • Experience with the following systems
    • COM PCA
    • InSole
    • CSS
    • Store/Vendor Net
    • InContact- Phone/Email/Chat
    • IEX-NICE
    • Arroweye
    • OSI
    • Business Objects
    • Kronos


Preferred Qualifications:

  • Previous training or presentation experience preferred
  • Time Management and organization skills
  • MS Office ( Windows, Excel)



  • Some college or equivalent work experience



Nearest Major Market: Columbus

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