Essential Functions/Core Responsibilities
- Responsible for day-to-day functional direction of trainees within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
- Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts
- Evaluate the performance of Associate Trainers using tools available such as assessments, playbook observations, etc. and provide recommendations under the guidance of the Training Manager
- Accountable for achieving individual training performance metrics
- Facilitate transition of trainees from training to production environment, ensuring competency levels meet business needs
- Maintain current product knowledge for each account by taking calls, attending team meetings, and side by side observations
- Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
- Assist Training Manager in skills assessment of training staff through classroom monitoring and feedback
- Produce training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aides
- Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, surveys, and revises programs based on results of evaluations
- Recommend curriculum of training process modifications to training management on the basis of internal customer feedback and/or quality results
- Participate and contribute to the continuous learning culture, department policies and procedures
- Maintain knowledge on changes to client products, services, policies, and procedures
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Candidate Profile
- Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
- Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
- Self-starter, sense of urgency, and works well under pressure
- Strong attention to detail
- Sense of professionalism and ability to develop good relationships
Career Framework Role
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
Analyzes possible solutions using standard procedures and principles
Builds knowledge of the organization, processes and customers Solves a range of straightforward problems
Receives a moderate level of guidance and direction
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
CallCenterNinja