Trainer

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last ten years. What does HomeServe do and what makes it so great? Well, we’re glad you asked! We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy. 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. 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 settingsIdentify training and development needs through job analysis and regular consultation with business leadersWork 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 improvementWork 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 developmentProvide effective communication with new hire supervisors for corrective action and other employee relations concerns for new hires during the training periodParticipate and support vendor training partner needsWork as a change agent, adapting to rapid growth and fast-moving business initiativesUse adult learning techniques to ensure training is successfulResponsible for reporting and analysis of training programs Essential Functions Essential Job Function % of Time on Function Instruct 80 Review and suggest revisions for learning materials 10 Collaborate with operations leadership 10 Total 100% Job Requirements Bachelor’s degree or certification in a related field; or equivalent work experienceA minimum of 3 years of experience delivering training programs in a corporate environment; call center experience is highly desiredAbility to drive results and lead team to excellenceExcellent oral and written communication skillsSuperior Presentation and facilitation skillsStrong classroom management skillsStrong analytical and strategic mindsetAbility to manage multiple prioritiesAbility to work with minimal directionDemonstrated success in navigating changing prioritiesStrong knowledge of Microsoft Word, Excel, PowerPoint and OutlookKnowledge of adult learning theory, creative training techniques and applicationUp to 10% travelHigh level of attention to detailException time management and organizational skillsGood interpersonal, influencing and team building skillsAbility to manage multiple projects, prioritizing deliverables and meeting deadlines in a fast-paced environmentAbility to manage conflict and adapt to a changing environmentInstructional design experience a plus In Return, We Offer Competitive compensationCareer development and advancement opportunitiesCasual attire throughout the weekFriendly, open and team oriented work atmosphereExcellent benefits including generous medical, vision, dental and life & disability insurance401(k) plan with a company matchEligibility 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. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. 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.