Training Specialist

Responsibilities 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. Provides leadership training and direction to supervisory staff as needed. Utilizes development applications to create dynamic online training modules and learning exercises. Develops and modifies all training documentation as required. Assists in monitoring new individuals’ performance versus expectations. Reviews curriculum gaps to improve learner performance. Makes initial evaluation of job performance and works with supervisors to determine best practices. Provides 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. Participates in the evaluation of test equipment and tools. Proactively organizes and develops, or obtains, training procedure manuals, guides, and course materials such as handouts and visual materials. Shares new training ideas with leadership. Gauges the effectiveness of training materials through surveys, performance reviews, focus groups or feedback sessions. Works closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction. Other duties as assigned by management. Qualifications 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. Technical Proficiency: Basic working knowledge of computers and software, specifically Microsoft Office Products such as Word, Excel, PowerPoint. Prior experience with Telecommunications Software ICOMS preferred. Communication: Excellent verbal, written, and oral communication skills. Organizational: Organizational skills are a must. Must handle multiple projects with varying degrees of complexity and urgency. Presentation: Excellent presentation skills. Travel: Ability to travel depending on needs of the business, time of year, and specific training needs. Duration and locations may vary. Benefits 401(k) 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, increases based on tenure Floating Holiday: 40 hours per year Paid Holidays: 7 days per year Paid Sick Leave: Astound allows paid sick hours per calendar year, varies by state/local laws Tuition reimbursement program Employee discount program *Benefits listed above are for a 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. Actual pay may vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. The range represents the low and high end of the hiring range for this job and is specific to Pennsylvania and Texas; it may not apply to other locations. Equal Opportunity Employment 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 Grande Communications Networks LLC