Summary:

To provide new hire and incumbent development by utilizing adult learning methodologies and practices, facilitating lectures, webinars, hands-on and web-based training, and by supervising on-the-job training. Responsible for the management and supervision of new hires and incumbents throughout the training period. May also supervise, lead, and develop Training Assistants.

Key Responsibilities:

Work closely with Training Site Manager to provide standardized, current training curriculum to new hires and incumbents for CX&O. Prepare and conduct all training regarding systems (i.e., MasterMind, Chudly, Document Manager, etc.), soft skills (i.e., customer service skills), and center-wide policies and procedures. Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed. Incorporate training methods that support all learning styles in the delivery of training programs. Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting logins and database access, and administrative functions pre-, during, and post-class. Maintain accuracy of training class information on the National Training Team Portal. Provide regular updates to Training Site Manager and operational partners regarding progress and/or performance of new hires and incumbents during training. Partner with CX&O Design team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction. Conduct training initiatives/classes in a manner consistent with supporting the business in meeting its goals and objectives, i.e., ensure trainees are adequately prepared. Evaluate and provide feedback to all class participants before completion of training and progression into job role. Participate in training focus group meetings and on training project teams for the purpose of identifying areas of opportunity and trends to enhance training curriculum. Administration of payroll review and validation for trainees. Coordinate with departments to arrange identified resources in support of training curriculum. Handle employee relations issues in accordance with Human Resources guidance and direction. Ability to work flexible schedule in support of operational needs. Must have ability to work on site in the Irving CMC. Ability to travel (typically up to 10%), determined by business need. Other duties as assigned.

Experience Required:

Four-year degree is preferred, but not required. Must have a minimum of 2-3 years of training/call center experience. 12 months of experience in an inbound/outbound call center environment preferred (CMC). 2-3 years of training facilitation experience in an inbound/outbound call center environment preferred. Presentation Skills- effective in a variety of formal presentation settings; one-on-one, small, and large group facilitation. Decision Quality- make good decisions based on wisdom, experience, and judgment. Functional/Technical Skills- have knowledge and skills of computer-based software and can do the job with high level of accomplishment. Business Acumen- have knowledge in business practices, technology, and information affecting the business and organization. Customer Focus- is dedicated to meeting the expectations of both internal and external customers. Managerial Courage- face up to people problems on any person or situation quickly and directly. Managing and Measuring Work- monitor process, progress, and results. Time Management- use time effectively and efficiently. Good Listening Skills- practice attentive and active listening. Creativity- ability to come up with new and unique ideas to presenting in a classroom setting. Must possess ability to work in a fast-paced call center environment. Onsite requirement Irving, TX