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
Salary Range: $45,000-$77,000