Summary:

Deliver operations training programs that encompass a blended approach (instructor-led modules, self-paced activities, flipped classroom, group activities, videos, and eLearning). Responsible for multiple training topics (Products, Guidelines, polices & procedures, Systems utilized by Ops staff, etc.).

Responsibilities:

Facilitate delivery (in-person and virtual) of product, process and systems courses across all areas as business needs dictate: new hire, upskilling or refreshers; and class sizes can range from small to large groups (5-25). Facilitation not only includes delivery of content, but should leverage engagement, deeper questioning and effective classroom management techniques. Observe learners and provide constructive feedback. View topic assessment data and adjust training real-time as necessary. Support Learning Lab activities, assisting with questions and encouraging learners to find answers themselves. Leverage class feedback and from manager observations to identify areas for improvement. Provide input/feedback on courses for improvement purposes as well as for development of new training courses. Maintain a current understanding of products, systems, and policies & procedures required for the operations areas. Learn new training material to broaden skillset. Perform research to learn best practices for engagement, deeper questioning, and classroom management techniques. Handle all logistics to prepare for classes; e.g. setting up the virtual or live classroom, checking data for exercises and activities, and verifying assessments and files for learners. Report to Training and Key Stakeholders on daily class attendance, learner performance, and any classroom challenges.

Requirements:

Bachelor’s degree required; additional experience/specialized training may be considered in lieu of educational requirement 2 – 3+ years’ training experience required Must have hands-on training experience in a small group or classroom setting Experience with virtual meeting and/or training tools (e.g. Teams, Webex, Zoom) required Excellent presentation skills required Excellent verbal and written communication skills required Strong interpersonal and relationship building skills required Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required Strong systems navigation abilities and knowledge of Microsoft Word Suite including PowerPoint, Word and Excel required Self-motivated, innovative and flexible required Strong knowledge of customer service/contact center day to day operations and strong service system knowledge required Knowledge of adult learning theories required Knowledge of engagement techniques in a training environment required Willingness and ability to travel as needed required

Additional Information Requisition ID: 1000002501 Hiring Range: $48,600-$83,160