Location: East Syracuse,NY, USA
Summary:
* Deliver operations training programs that encompass a blended approach (instructor?led modules, self?paced activities, flipped classroom, group activities, videos, and eLearning).
* Responsible for multiple training topics (Products, Guidelines, polices & procedures, Systems utilized by Ops staff, etc.)
Responsibilities:
* Facilitate delivery (in?person and virtual) of product, process and systems courses across all areas as business needs dictate: new hire, upskilling or refreshers; and class sizes can range from small to large groups (5?25).
* Facilitation not only includes delivery of content, but should leverage engagement, 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.
* Provide input/feedback on courses for improvement purposes as well as for development of new training courses.
* Maintain a current understanding of products, systems, and policies & procedures required for the operations areas.
* Learn new training material to broaden skillset.
* Perform research to learn best practices for engagement, deeper questioning, and classroom management techniques.
* Handle all logistics to prepare for classes; e.g. setting up the virtual or live classroom, checking data for exercises and activities, and verifying assessments and files for learners.
* Report to Training and Key Stakeholders on daily class attendance, learner performance, and any classroom challenges.
Requirements:
* Bachelor's degree required; additional experience/specialized training may be considered in lieu of educational requirements
* 2 - 3 years' training experience required
* Hands?on training experience in a small group or classroom setting required
* Experience with virtual meeting and/or training tools (e.g. Teams, Webex, Zoom) required
* Excellent presentation skills required
* Excellent verbal and written communication skills required
* Strong interpersonal and relationship building skills required
* Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
* Strong systems navigation abilities and knowledge of Microsoft Word Suite including PowerPoint, Word and Excel required
* Self?motivated, innovative and flexible required
* Strong knowledge of customer service/contact center day?to?day operations and strong service system knowledge preferred
* Knowledge of adult learning theories preferred
* Knowledge of engagement techniques in a training environment preferred
* Ability to travel as needed required
Additional Information
* Requisition ID: 100#######
* Hiring Range: $45,000-$77,000