Summary:

To provide new hire and incumbent development by utilizing adult learning methodologies and practices, facilitating lectures, webinars, hands-on and web-based training, and by supervising on-the-job training. Responsible for the management and supervision of new hires and incumbents throughout the training period. May also supervise, lead, and develop Training Assistants.

Key Responsibilities:

• Work closely with Training Site Manager to provide standardized, current training curriculum to new hires and incumbents for CX&O.
• Prepare and conduct all training regarding systems (i.e., MasterMind, Chudly, Document Manager, etc.), soft skills (i.e., customer service skills), and center-wide policies and procedures.
• Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.
• Incorporate training methods that support all learning styles in the delivery of training programs.
• Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting logins and database access, and administrative functions pre-, during, and post-class.
• Maintain accuracy of training class information on the National Training Team Portal.
• Provide regular updates to Training Site Manager and operational partners regarding progress and/or performance of new hires and incumbents during training.
• Partner with CX&O Design team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction.
• Conduct training initiatives/classes in a manner consistent with supporting the business in meeting its goals and objectives, i.e., ensure trainees are adequately prepared.
• Evaluate and provide feedback to all class participants before completion of training and progression into job role.
• Participate in training focus group meetings and on training project teams for the purpose of identifying areas of opportunity and trends to enhance training curriculum.
• Administration of payroll review and validation for trainees.
• Coordinate with departments to arrange identified resources in support of training curriculum.
• Handle employee relations issues in accordance with Human Resources guidance and direction.
• Ability to work flexible schedule in support of operational needs.
• Must have ability to work on site in the Irving CMC.
• Ability to travel (typically up to 10%), determined by business need.
• Other duties as assigned.

Experience Required:

• Four-year degree is preferred, but not required.
• Must have a minimum of 2-3 years of training/call center experience.
• 12 months of experience in an inbound/outbound call center environment preferred (CMC).
• 2-3 years of training facilitation experience in an inbound/outbound call center environment preferred.
• Presentation Skills- effective in a variety of formal presentation settings; one-on-one, small, and large group facilitation.
• Decision Quality- make good decisions based on wisdom, experience, and judgment.
• Functional/Technical Skills- have knowledge and skills of computer-based software and can do the job with high level of accomplishment.
• Business Acumen- have knowledge in business practices, technology, and information affecting the business and organization.
• Customer Focus- is dedicated to meeting the expectations of both internal and external customers.
• Managerial Courage- face up to people problems on any person or situation quickly and directly.
• Managing and Measuring Work- monitor process, progress, and results.
• Time Management- use time effectively and efficiently.
• Good Listening Skills- practice attentive and active listening.
• Creativity- ability to come up with new and unique ideas to presenting in a classroom setting.
• Must possess ability to work in a fast-paced call center environment.