Training Coordinator, Contact Center

Responsibilities

• Document training issues and performance measures, analyze results and recurring trends and provide feedback to colleagues and managers.
• Aid in tracking progress of training team members, collaborate with Manager to recommend action plans for colleagues who are not meeting established standards.
• Complete all assigned tasks within the appropriate timeframes.
• Balance multiple priorities throughout the day to ensure the best experience for our clients and colleagues.
• Demonstrate flexibility working with internal contact center partners for coaching needs.
• Maintain the learning experience through delivery of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills.
• Deliver training timeline deadlines are achieved.
• Stay updated on products, services, and processes by keeping up to date on training materials and procedure documentation.
• Support contact center initiatives and programs as needed.
• Enhance the learning experience through design of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills.
• Excellent written/verbal communication, presentation and organizational skills.
• In-depth experience in using Articulate for both RISE and Storyline to build training material.
• Knowledge and use of eLearning technical standards (SCORM, AICC).
• Knowledge of instructional design as it interacts with the LMS process and tools.
• Strong critical thinking skills and a strategic mindset.
• Ability to ensure strong learning outcomes and put employees on a path to green for meeting metrics coming out of training.
• Proficient in MS office and Workday Learning/LMS.
• Remote travel is required as needed and can be with short notice. Travel locations are US/Panama/Jamaica/Philippines as well as any other locations added as needed.
• Other duties as assigned.

Requirements

• 2-4 years client support experience in a high-volume Contact Center with 2+ years of experience in a Training role.
• Experience coaching employee performance to call center metrics.
• Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint).
• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.
• Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate or similar authoring tools. Articulate experience is required specifically.
• Experience applying UI/UX principles to learning design to create user-friendly and engaging learning interfaces.

Qualifications

• Leadership, coaching and performance management skills.
• Strategically focused on supporting business requirements.
• Excellent written and verbal communication skills.
• Demonstrated ability to develop and foster strong internal/external relationships with various levels within the organization.
• Flexible in adapting to constantly changing priorities.
• Decisive; extremely accurate and detail-oriented.
• Self-motivated, reliable, and well organized.