Senior Training Specialist

Summary:

• 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.

• Requisition ID: 1000003129
• Hiring Range: $56,160-$99,360

Required

Preferred

Job Industries

• Other