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Training Specialist

Responsibilities

The Training Specialist plans, organizes and delivers a wide range of training programs for new hires and existing employees that incorporate work processes and procedures, product, systems, sales and customer service either face-to-face or via webinar.  Participates in the analysis of the employee’s specific training needs to make recommendations for developing new programs and on-the-job specific refreshers that help employees maintain and improve their job skills. The position reports directly to the Supervisor or Manager of Client Training Services.

Program Support and Maintenance 15%

  • Participating in needs assessments and gathering data to establish project scope and timelines; analyzing audience to determine best/new training strategy/tools through focus groups and one-on-one meetings.
  • Identifying content and learning material to develop programs that align to client specifications.
  • Assisting Supervisor/Manager to determine baseline for length of training to ensure employees have sufficient time to learn the information correctly. 
  • Developing or assisting in the development of course curriculum (scripting, lesson plans, job aids, activities, PowerPoints) for product knowledge, systems, and customer service, and implementing by due date.
  • Implementing improvements in current processes and procedures to ensure training curriculum is up to date and reflects Business strategy.
  • Processing content changes to Knowledgebases and submitting request to eLearning Developer for large code updates.
  • Ensuring adherence to legal, branding and compliance/regularly guidelines and/or other standards used throughout the enterprise. 
  • Informing Supervisor/Manager immediately upon learning of issues that may impact their effectiveness.
  • Participating and assisting in peer review process and piloting of new material.
  • Listening and evaluating calls to help determine the development of refresher training classes and the need to coach employees based on results of evaluation.
  • Spending at least four hours per month taking calls.

Facilitation 70%

  • Facilitates training for internal and external customers.  This includes, but not limited to, new hire training, Webinars, departmental workshops and refresher workshops.
  • Conducts product, system, customer service and sales training.
  • Assists in new client program launches.
  • Facilitates RAMP week activities and coordinates with Quality Assurance and other areas to ensure call center agents are ready to successfully transition to the floor.
  • Provides “on-the-floor” support after program launches to ensure agents have the necessary support and guidance.
  • Maintains close contact with call center supervisors and managers to anticipate needs and make recommendations for additional training support.
  • Completes all training as assigned by specified dates and achieves satisfactory feedback from participants.

Process Management 10%

  • Coordinates class schedules with appropriate parties.
  • Orders supplies for classes prior to start date.
  • Ensures classroom equipment is tested and working properly prior to class start date.
  • Conducts online surveys for courses.
  • Maintains training records to include all attendance and system issues.
  • Records all test scores within one week of class completion.
  • Stays abreast of campaign changes and alerts Managers to ensure that training is alignment with client’s policies and guidelines.
  • Consistently models core competency behaviors.
  • Informs customers of unavoidable delays.
  • Ensures that work requests are documented, tracked, stored, maintained and archived in accordance with company policy.
  • Enters project time into tracking system on a daily basis.

Self Development 5%

  • Maintains product knowledge and keeps current with processes and procedures at all times.
  • Participates in all learning events conducted by the Client Training Services team.
  • Proactively seeks opportunities for self-development using external/on-line resources.

Experience:

  • One to two years facilitation experience in customer service and systems or related area.
  • One to two years call center experience or related area.

Knowledge and Skills:

  • Strong technical writing, interpersonal, and communication skills
  • Professional verbal and written communication skills
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of compositions, and grammar.
  • Ability to communicate information and ideas in writing as appropriate for the needs of the audience
  • Ability to work independently or as part of a team
  • Applies advanced problem solving skills and techniques / proactive problem solving
  • Ability to multitask, including managing multiple complex projects
  • Active listening skills
  • Ability to observe, receive and otherwise obtain information from all relevant sources.
  • Organizational skills
  • Attention to detail
  • Ability to stand for long periods of time.

Travel/Shift work :

  • Minimal travel
  • Some new hire classes may require flexible shifts such as Tuesday-Saturday or evening hours (i.e., 11am-8pm).
  • Up to 10 hours Overtime weekly may be required, with frequency through-out the year.

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