Training Specialist

Day in the Life of the Training Specialist Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play and online modules. Provides training for a universal model program consisting of Sales, Billing, Retention and Technical support for voice, video, data and mobile. Provide leadership training and direction to supervisory staff as needed. Utilize development applications to create dynamic online training modules and learning exercises. Develop and modify all training documentation as required. Assist in monitoring new individual's performance vs. expectations. Review curriculum gaps to improve learner performance. Makes initial evaluation of job performance and works with supervisors to determine best practices. Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs. Administers learning schedules, calendar and maintains participant records. Participate in the evaluation of test equipment and tools. Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials. Sharing new training ideas with leadership. Gauge the effectiveness of training materials through survey, performance review, focus groups or feedback sessions. Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction. Other duties as assigned by management. What You Bring to the Table Education: High School diploma, or equivalent experience, Bachelor's Degree Preferred. Certification: Accredited training certifications are a plus. Relevant Work Experience: 3 - 4 years training experience preferred. Instructional design experience is a plus. Basic working knowledge of computers and software specifically Microsoft Office Products such as Word, Excel, PowerPoint. Prior experience with Telecommunications Software ICOMS preferred. Excellent verbal, written and oral communication skills. Organizational skills are a must. Must be able to handle multiple projects with varying degrees of complexity and urgency. Excellent presentation skills. The ability to travel depending on needs of the business, time of year and specific training needs. Duration and locations may vary. Benefits Package 401k retirement plan, with employer match Insurance options including medical, dental, vision, life and STD insurance Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization Floating Holiday: 40 hours per year Paid Holidays: 7 days per year Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws Tuition reimbursement program Employee discount program *Benefits listed above are for regular full-time position Base Salary: The base salary range in Pennsylvania and Texas for this position is $45,000 - $73,500 annually, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Pennsylvania and Texas and may not be applicable to other locations. Equal Opportunity Statement Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business. #J-18808-Ljbffr