Qualifications
Education, Training, Licenses, Certifications
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Bachelor’s Degree required; additional years of related experience/specialize training may be considered in lieu of educational requirements
Relevant Work Experience, Knowledge, Skills, and Abilities
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3 – 5+ years’ relevant, professional work experience required
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Some experience developing e-Learning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required
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Some knowledge of instructional design models such as ADDIE or Agile required
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Proven experience in various types of training: hands-on, virtual, classroom, and large audience settings required
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Proven ability to design, develop, and deliver effective training materials, processes, and sessions required
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Knowledge of adult learning theory required
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Excellent communication skills (verbal, written, presentation, interpersonal/relationship building) required
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Excellent organizational, decision-making, problem identification and resolution, and time management skills required
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Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred
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Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
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Proficiency with MS Office (Word, Excel, Powerpoint, Outlook) required
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Growth oriented, self-motivated, innovative, and flexible required
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Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required
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Ability to work effectively with wide range of audiences under training project and ad hoc conditions.
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Ability to travel as needed.
