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, policies & procedures; and Systems utilized by operations staff.

• 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.

• Bachelor's Degree required; additional years of related experience/specialize training may be considered in lieu of educational requirements.

• 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.