The Training and Development Lead is responsible for design, delivery and continuous improvement of training programs; in addition to delivery and design the Training and Development Lead will conduct needs assessments, execute training, develop refresher training and evaluation thereafter. The Training and Development Lead will be responsible for training multiple roles in an omnichannel operational and call center environment. In addition, the Training and Development Lead will ensure compliance with company quality standards and expectations of agent and employee behavior. This position requires the candidate be up-to-date with the latest learning trends, tools and techniques, comfortable in front of an audience, and be comfortable working with cross-functional teams and senior stakeholders in a highly matrixed environment.
Essential Duties and Responsibilities:
The essential duties of the position include the following, and other duties may be assigned: • Develops curriculum and design training courses; manages all content thereafter • Administer training for multiple groups with the ability to deliver, project and motivate trainees through effective training methodologies both in group and individual and virtual classroom dynamics; • Conduct needs assessment and identify performance gaps and implementing training best practices to ensure alignment with company needs; • Collaborate with internal business partners to create industry-specific course content; • Evaluate success of training implementation by assessing achievement of learning objectives and transfer of knowledge to continuously improve training solutions and identify future learning needs; • Utilize a variety of techniques, concepts and development and delivery of training programs and strategies; • Manage the learning experience consistent with company philosophy and company-wide strategy; • Maintains expert-level knowledge in multiple departments; evaluates and improves processes within work areas • Improves associates' job-related skills; develops, maintains, and applies to learn tools (methods, checklists, and skill-building agreements) to encourage associate development • Updates SOPs and SOP certifications. • Achieves quality assurance operational objectives by:
o contributing information and analysis to strategic plans and reviews;
o preparing and completing action plans; implementing production, productivity, quality, and customer-service standards;
o identifying and resolving problems; completing audits; determining system improvements; and implementing change. • Validates quality processes by establishing product specifications and quality attributes, measuring production, documenting evidence, determining operational and performance qualification, and writing and updating quality assurance procedures. • Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Performs other related duties as assigned or requested.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree required or any equivalent combination of education, training and experience. Training & Development certification preferred. Minimum of 4 years in instructional design, curriculum development and training delivery or any equivalent combination of education, training and experience. Thorough knowledge of adult learning techniques. Extensive knowledge in multiple telephony platforms. Content management expertise. Ability to organize and manage time effectively. Proven experience in implementing end to end learning strategies that are scalable and sustainable. Effective judgement and decision making. Excellent verbal and non-verbal communication skills. Technologically intermediate/advanced skills in MS products - SharePoint/Word/PowerPoint/Excel. CRM and various other technologies. Extensivee knowledge of learning management systems, QMS systems and various reporting structures.
Physical Requirements: • Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move around computers, projectors, training supplies and materials; • Standing. Particularly for extended periods of time when training; • Talking. Expressing or exchanging ideas by means of the spoken work. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly;
Language Ability:
Ability to read and comprehend instructions, correspondence, and memos. Ability to write moderately complex correspondence. Ability to effectively converse and present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Math Ability:
Ability to add, subtract, multiple and divide on all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percents.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret feedback from non-skilled technical system users to uncover the source of problems and persistence to efficiently provide solutions. Extreme attention to detail is required to ensure proper documentation of facts. Ability to adapt well in the face of workplace stressors such as customer service complaints, maintaining the security of data, competing priorities of high significance to the successful function of the department.
Computer Skills:
A significant comfort level in using accounting software and a variety of computer software programs such as Microsoft Office products, web browsers, and CRM tools.
Travel:
This position requires 25% travel time.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions.