Creating training documents and facilitator guidesKnowledge expert on current product lines for brands such as Oakley, Ray-Ban, Arnette, Persol, Oliver Peoples, and Vogue.Train new agents on the many different functions of our system and day to day operationsListen and respond promptly to customer inquiries and call driversSend communications in regards to policy and procedures changesResponsible for improving business results through the effective delivery of training to end consumer associates, based on store contribution.Train associates to leverage the brand customer experience to consistently deliver an exceptional experience and achieve business objectives.Constantly collect training effectiveness and training opportunity information through system reporting and face-to-face interactions, and provide basic analysis.Provide feedback to improve training tools/programs.Monitor and score calls to ensure all phone agents meeting or exceeding our quality standards.Responsible for providing real-time coaching to field associates.Ensure training compliance for all field associates.Develop relationships with field leadership and associates to allow for the most effective training delivery and change management.Drive change management initiatives as directed.Ensure all associates are properly onboarded and equipped with the training and knowledge necessary for associates to be effective in their roles.Staying adept at knowing the product and stay curious on new merchandise and fashion trends.Motivate, coache, and inspire teams to ensure they are the best possible brand ambassadors.Continually coach and develop teams to ensure consistent and impeccable execution of current initiatives

Deliver excellent customer service and demonstrate a high degree of professionalism.Develop and train staff, build relationships, and utilize skills of staff to further improve the customer service experience.Assign employees to specific duties and assist with work schedule assignments by following the payroll matrix.Manage all employees in execution of daily tasks, to maximize sales.Exercise judgment and discretion alone, and in conjunction with the Manager in the day-to-day operations of the call center.Oversee compliance of all staff with established company policies, procedures, and standards.Any other tasks as assigned from time to time by the Manager.