Job Description

• Partner with assigned Operations leadership and client contacts effectively and professionally
• Build and maintain positive professional relationships with client and all internal departments to deliver services as outlined in program objectives
• Analyze program KPIs, reports and scorecards to determine program needs
• Conduct focus groups, attend team meetings, shadow associates and solicit feedback ensuring training program effectiveness
• Design and deliver learning curriculum and programs that include new hire, skill enhancement training and other curriculum as assigned
• Design and develop instructor led training program and online help for call center applications
• Develop and facilitate learning through a variety of delivery methods to develop participants’ skill sets; training methodologies may include classroom instruction, on-line learning, hands-on labs, peer to peer coaching and team meeting trainings, conference calls, instructing positions more senior to their own and train the trainer sessions
• Support training materials using company styles, standards and development tools
• Ensure all information is consistent, easy to understand and well organized
• Observe all employees during training, manage and report issues to their manager; this includes role modeling the core competencies, skills and behaviors of a company leader, tracking attendance, reporting inappropriate behavior and documenting performance, both strengths and development needs with manager support
• Observe training and operational environments to modify or develop curriculum that will enhance performance to the desired outcome