The Training Coordinator is responsible for enhancing the competencies of individual employees by designing and conducting training programs that will boost employee’s workplace performance in alliance with the Company’s core values. The Training Coordinator will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions.
Identify training needs by evaluating strengths and opportunities for improvement to enhance customer experience and efficiency in the workplace.
Delivering group and individual instruction and training covering a range of technical, operational, and/or management areas in sales and customer experience
Translate requirements into training that will groom employees for the next step of their career path.
Design and maintain customized training programs.
Development and delivery of approved training curriculum for all teams within the Customer Experience department, both initial training and continued refreshers
Update and maintenance of training materials, including Knowledge Base articles
Coordinate training schedules with other departments to deliver training when necessary.
Acclimate new hires to the business and conduct orientation sessions.
Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
Periodically evaluate ongoing programs to ensure that they reflect any changes.
Stay abreast of any new trends and tools in employee professional development.
Bachelor’s Degree required
Fluent in American Sign Language preferred
Knowledge of training/teaching methods suitable for Deaf participants
At least 3 years of formal training or teaching experience
Work experience in a high-performing customer service or sales organization
Excellent communication skills and English reading and writing skills
Advanced use of MS Word and MS PowerPoint, Proficiency at MS Excel
Highly developed communication and coaching skills, both visual and verbal
Knowledge of Customer Satisfaction survey metrics and consult with leadership to improve services
Planning and organizational skills
Effective time management skills
Ability to develop and deliver training material via digital media