Full Job Description
Oversees the research, design, and development of Training programs for Contact Centers.
Collaborates with other Training Specialists, THD Learning, internal contractors, and external vendors in the creation and execution of training deliverables.
Conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints.
Performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables.
Uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials.
Conducts usability test and pilots to assess training effectiveness.
Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the SSC/Call Center Learning Development Team.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
30%-Guides and directs work for team to ensure proper course/curriculum creation and delivery. Provides coaching, teaching, and training to team.
30%-Participates in the planning, conducting, and reviewing of any training within Call Center and helps to assess training effectiveness through observation and quantitative analysis. Provide consistent feedback to the team on this analysis.
15%-Assists in the development of workplans, curriculum maps, and implementation plans.
15%-Works with associates, team, and Leadership to determine individual, team, and department training needs.
10%-Tracks industry trends in Training and Learning by participating in various external organizations; benchmark with other internal and external organizations
NATURE AND SCOPE
Position reports to Manager
Accountable for direct supervision of the work activities of others. In addition to personnel issues - including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Knowledge of Services experience (including branch support. customer appointment center and/or flooring)
Knowledge, Skills, Abilities and Competencies:
Proficiency with software including MS Word, MS PowerPoint, MS Excel
Experience with Captivate, eLearning, and Learning Management Software a plus a working knowledge of content authoring/development tools such as Director
Proficient knowledge of Project Management principles and MS Project
Excellent written and communication sk