The Training Specialist is responsible for facilitating technical (job-specific) skills and soft (interpersonal/people) skills, to new hires and existing employees, participating in the creation of new course content, assisting with instructional design and development, designing presentations and assisting with the creation of job aids for products and processes.
Essential Duties and Responsibilities
• Serves as liaison with departments to remain current on technical processes, products, services and procedures
• Reviews existing training materials to ensure materials are up-to-date
• Monitors classroom space database for effective classroom scheduling and usage
• Demonstrates the use of adult learning theories and presentation skills
• Assists with researching industry training and development standards
• Facilitates technical (job-specific) skills and soft (interpersonal/people) skills to new hires and existing employees
• Organizes and manages on-line documentation (shared drives) to ensure easy access to training materials
• Monitors departmental equipment and training supplies to ensure adequate inventory
• Tracks training attendance rosters and stores in appropriate files
• Collaborates and partners with the Training Team on technical and soft skills trainings, projects and teambuilding efforts
• Collaborates with Human Resources Team to ensure strong partnerships are built and maintained
• Attends product and procedure walk-throughs, as needed
• Complies with company policies and procedures
• Performs other duties, as needed
Supervisory Responsibilities
• None.
Required Skills and Education
• Bachelor’s degree in Education, Training, Communications, or related field
• Fluent and proficient in oral and written communication skills and ability to demonstrate proficiency
• 2 – 3 years of experience in training and instructional design experience in a call center and/or corporate environment
• Strong working knowledge of adult learning theories and ability to apply and execute facilitation techniques
• Ability to demonstrate proficiency in the use of MS Office Suite, i.e., Word, PowerPoint, Excel, Outlook, Intranet, and Office Equipment
• Ability to travel, as needed
• Experience in facilitation of curriculum to Supervisor-level and below
• Knowledge of facilitation evaluation models
Working Conditions and Environment
• Intermittently lift and carry up to 20 pounds (training materials)
• Continuously see, sit, balance, grasp, and have repetitive use of arms, wrists, hands and fingers
• Intermittently stand, stoop, bend, twist, crouch, kneel, walk, squeeze and reach above shoulders
• Constant use of computer and/or mobile devices
• Exposure to electrical equipment, low to medium noise levels and mild temperatures of hot and cold
• Early mornings and/or late evenings, as needed
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