Design and Delivery Specialist

Learning And Development Design And Delivery Specialist

The Learning and Development Design and Delivery Specialist delivers training related to contact center operations. Under the direction of the Training Supervisor, this position facilitates and delivers learning solutions using appropriate adult learning methods. This position facilitates programs utilizing a variety of learning platforms (e.g., traditional instructor-led training, e-learning, job aids, paper-based or electronic manuals). Responsibilities also include planning and implementing training schedules, logistical support for identified participant groups, as well as content updates and development at the directions of the curriculum manager and/or Senior Support Specialists.

Essential Responsibilities:

• Facilitation: Deliver content related to new hire onboarding, refresher, and supplemental trainings, ensuring that objectives and standards are consistently met
• Facilitate courses and programs by serving as a knowledgeable resource and creating an energizing, safe learning environment.
• Administer training surveys
• Content Development: Review current training curriculum and recommend changes to training materials and facilitation.
• Updates training content and all associated facilitator guides as instructed by curriculum manager or senior support specialists.
• Keeps current on training design and instructional techniques.
• Training Logistics: Schedule resources (rooms, facilitators, and SME support) for training sessions based on approved training schedules
• Prepare training reports (e.g., weekly progress reports and training summaries)
• Maintain training room and provide any building or system request to training supervisor
• Manage or coordinate supply order for Group Customer Relations teams.
• Other: Performs other Learning & Development related duties as assigned.

Qualifications/Required Skills: Excellent interpersonal skills and ability to effectively interface with all levels of the company. Excellent attention to details Ability to work effectively with cross-functional teams. Strong time management and organizational skills, with ability to adapt in a fast-paced work environment and balance multiple projects simultaneously. Self-motivated, proactive and capable of working both within a team environment and independently. Self-directed with the ability to assimilate large amounts of information quickly and capable of keeping pace with fast-changing environment Strong presentation and facilitation skills with both small and large groups Solid experience with onboarding/orientation, management development and workplace development programs Understanding of adult learning principles Ability to interact with all levels of employees Strong productivity application skills, including proficiency with Client Office products (including Outlook and PowerPoint)

Minimum Education Requirements: Associates Degree, Bachelors Degree or equivalent work experience in the training field