The Training Special I plans, organizes and delivers a wide-range of training programs for new hires and existing employees that incorporate work processes and procedures, product, systems and customer service. The Training Specialist assists in the delivery of on-the-job specific refreshers to help employees maintain and improve their job skills. Requires moderate judgment and close supervision. The position reports directly to the Supervisor or Manager of Client Training Services.
Program Support and Maintenance
Under the guidance of Supervisor/Manager, develops programs that align to business priorities by:
Assisting in the development of course curriculum (scripting, lesson plans, job aids, activities, PowerPoints) for product knowledge, systems, and customer service and implements by due date.
Identifying necessary improvements to current processes and procedures to ensure training curriculum is up to date and reflects Business strategy.
Submitting request to eLearning Developer for updates to training tools (i.e., Knowledgebases).
Ensuring adherence to legal, branding and compliance/ regulatory guidelines and/or other standards used throughout the enterprise.
Informing team immediately upon learning of issues that may impact their effectiveness.
Assisting in peer review process and piloting of new material.
Assisting Training Specialist 2 or 3 positions with coordination of in-class activities or troubleshooting of system issues while class is in progress.
Listening to calls to help determine the development of refresher training classes.
Spending four hours per month taking calls.
Conducts Call Center New Hire training.
Assists in new client program launches.
Conducts product, system and customer service refresher training.
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 âon-the-floorâ 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.
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 clientâs 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.
Maintains product knowledge and keep 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.
One year of Training in a class room environment
One year of call center experience or related area
Familiar with computer applications
High School diploma or GED
Applies managerial concepts/practices
Strong implementation project management skills
Experienced with adapting, implementing and adjusting within deadlines.
Experienced with adapting, implementing change and adjusting within a fast-paced environment.
Desired Qualifications, Skills or Knowledge:
AA degree or equivalent work experience
3 years of professional experience in the function or similar activity outside the organization
3 years basic programming and/or supporting eLearning development applications (e.g., HTML, Dreamweaver, Articulate, Captivate)
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.