Senior Training Specialist

Operations Training Specialist Facilitate Operations training programs; evaluate and maintain those programs to ensure they are current and effective. Responsible for multiple training topics such as: Products; Guidelines, polices & procedures; and Systems utilized by operations staff. Responsibilities Facilitate delivery (in-person and virtual) of product, process, and systems courses across all areas as business needs dictate for new hire, upskilling or refreshers; with class sizes varying from individual to large groups (up to 20). Deliver content, leverage engagement, use deeper questioning and effective classroom management techniques. Observe learners and provide constructive feedback. View topic assessment data and adjust training real-time as necessary. Support Learning Lab activities, assisting with questions and encouraging learners to find answers themselves. Leverage class feedback and from manager observations to identify areas for improvement. Work with stakeholders, SMEs, and others to design and develop training material to ensure accuracy; and to ensure delivery reflects best practices to support the overall current training requirements as well as changes that need to be incorporated. Lead the design, development, and delivery of targeted training courses for specific business functionalities Determine new training opportunities to increase understanding of business processes Obtain and interpret feedback of results to determine if training was effective, and to identify opportunities to improve materials, coursework, and assessments Perform research to maintain awareness of best practices, and to locate articles, courses, etc. Maintain mastery level of understanding of all Enterprise products, systems, and policies & procedures required for the operations areas and seek opportunities for deeper knowledge. Develop resources to assist training department to strengthen training tools. Participate in activities that look at new processes, systems, etc. to support corporate initiatives with an eye towards identifying opportunities to improve processes for the enterprise Evaluate training's impact and results in the business units and in training; reports findings and make a significant contribution to planning and other core processes Perform all other duties as assigned. Qualifications Education, Training, Licenses, Certifications Bachelor's Degree required; additional years of related experience/specialize training may be considered in lieu of educational requirements Relevant Work Experience, Knowledge, Skills, and Abilities 3 5+ years' relevant, professional work experience required Some experience developing e-Learning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required Some knowledge of instructional design models such as ADDIE or Agile required Proven experience in various types of training: hands-on, virtual, classroom, and large audience settings required Proven ability to design, develop, and deliver effective training materials, processes, and sessions required Knowledge of adult learning theory required Excellent communication skills (verbal, written, presentation, interpersonal/relationship building) required Excellent organizational, decision-making, problem identification and resolution, and time management skills required Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required Proficiency with MS Office (Word, Excel, Powerpoint, Outlook) required Growth oriented, self-motivated, innovative, and flexible required Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required Ability to work effectively with wide range of audiences under training project and ad hoc conditions. Ability to travel as needed. #J-18808-Ljbffr