Trainer I (Remote and Temporary)

Requirements

• Provide feedback regarding the design, development and distribution of training programs and materials as needed.
• Conduct, plan, and coordinate training to a variety of audiences.
• Cook up logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
• Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
• Maintain records of training activities, participant progress, and program effectiveness.
• Provide production floor support and answer questions.
• Facilitate, plan, and coordinate new hire/continuing education/return to work training to a variety of audiences (who have varying levels of experience, knowledge, roles in company, etc.) and ensure consistent and complete understanding of the program while adapting instruction of material to meet the diverse needs of the adult learner.
• Follow all company, program, and department (internal/external) standard operating procedures and deliver training materials/curriculum according to established company, project, program and department guidelines.
• Research, answer, and escalate inquiries from contact center personnel to improve knowledge and understanding that aids job performance.
• Facilitate focus groups, administer surveys, collect feedback, and assist in evaluating the effectiveness of all training programs/projects.
• Maintain records of training activities, participant progress, and program effectiveness.
• Ensure that all training documentation, records, reports, and data are completed accurately and on time.
• Complete all continuing education training as soon as assigned, read/comply with all training updates, update training binder to include errata sheet updates, and escalate all system issues immediately as they are identified.
• Attend all Train the Trainer sessions to ensure that training is delivered according to program standards and guidelines.
• Scheduling and securing training space;
• Classroom step-up;
• Scheduling classes;
• Reserving classrooms;
• Preparing workstations;
• Determining resource readiness for course (including materials, training room, technology, and collection and entry of training data);
• Providing production floor support;
• Answering questions;
• Taking consumer calls;
• Conducting peer level observations;
• Conducting training room audits;
• Providing feedback on various topics;
• Supporting new hire CSRs during nesting;
• Administering exams/surveys/certifications;
• Conducting performance management and root-cause/gap analysis;
• Completing and submitting reports accurately/timely;
• Completing all assigned training;
• Studying performance trending;
• Identifying performance gaps;
• Providing training solutions/gap cause to Training Leadership team;
• Listening to consumer calls to identify trends and coach for improvement.

  Qualifications

  • High School diploma or equivalent required; Bachelor’s degree preferred.
  • 3 years of leadership and/or training experience required.
  • May have additional training or education in area of specialization.
  • Bachelor's degree from an accredited college or university, or appropriate combination of education and three (3) to five (5) years of customer service and training experience, required.
  • At least one (1) year of experience with delivery of classroom training within the last five (5) years required.
  • At least one (1) year of customer service experience required.
  • High degree of flexibility and ability to effectively prioritize and complete multiple tasks.
  • Ability to work independently as well as in a team environment.
  • Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
  • Excellent presentation and public speaking skills.
  • PC proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint.
  • Good public speaker and at ease moderating large groups.
  • Skilled in adult learning.
  • Excellent organizational, interpersonal, written, and verbal communication skills.
  • Professional demeanor and attitude.
  • Strong problem-solving skills.
  • Experience in federal agency health or social services highly preferred.
  • Ability to work any hours, any days, any shift, off-shift, flex schedule, double shifts, holidays, nights and weekends as necessary to include overtime, key days, priority days, and mandatory days (plan for schedule flexibility).
  • Must be a US Citizen.
  • Ability to pass a Federal Government Clearance.
  • To work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends).