Trainer

Position Overview

The Trainer reports to the Training Manager and will be responsible for developing and delivering a variety of best-in-class, comprehensive training programs to all levels of Center Operations. The position will be responsible for leading training classes, participating and informing all aspects of learning and performance development.

Responsibilities

• Deliver training and development programs and workshops in virtual and classroom settings
• Identify training and development needs through job analysis and regular consultation with business leaders
• Work with content development team to build and enhance training and development programs based on company needs and business partner feedback, with a focus on continuous improvement
• Work with the quality team to ensure training is in line with compliance initiatives, drive performance quality through scanning of new hire calls
• Monitor, review and evaluate the progress of trainees, providing feedback for performance development
• Provide effective communication with new hire supervisors for corrective action and other employee relations concerns for new hires during the training period
• Participate and support vendor training partner needs
• Work as a change agent, adapting to rapid growth and fast-moving business initiatives
• Use adult learning techniques to ensure training is successful
• Report and analyze training programs

Essential Functions

• Instruct - 80%
• Review and suggest revisions for learning materials - 10%
• Collaborate with operations leadership - 10%

Job Requirements

• Bachelor’s degree or certification in a related field; or equivalent work experience
• A minimum of 3 years of experience delivering training programs in a corporate environment; call center experience is highly desired
• Ability to drive results and lead team to excellence
• Excellent oral and written communication skills
• Superior presentation and facilitation skills
• Strong classroom management skills
• Strong analytical and strategic mindset
• Ability to manage multiple priorities
• Ability to work with minimal direction
• Demonstrated success in navigating changing priorities
• Strong knowledge of Microsoft Word, Excel, PowerPoint and Outlook
• Knowledge of adult learning theory, creative training techniques and application
• Up to 10% travel
• High level of attention to detail
• Exception time management and organizational skills
• Good interpersonal, influencing and team building skills
• Ability to manage multiple projects, prioritizing deliverables and meeting deadlines in a fast-paced environment
• Ability to manage conflict and adapt to a changing environment
• Instructional design experience a plus

In Return, We Offer

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Minimum Physical Requirements

• The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work.

Additional Information

• The noise level in the work environment is usually moderate to low.
• This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described.
• It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities.
• Additional functions and requirements may be assigned by supervisors as deemed appropriate.
• HomeServe USA is an equal opportunity employer.