POSITION PURPOSE -
Responsible for coordinating site and program employee development initiatives for associate and management levels.
Champions Peak Performance initiatives, 1:1s, goals translations, monitoring calendars, continuous improvement meetings.
Coordinates monthly Peak Book audits with site leadership, completes biweekly spot checks, and communicates best practices.
Coordinates Management Preparation classes, schedules facilitators, tracks attendees, and solicits curriculum feedback.
Markets learning and development programs to employee base.
Supports quarterly supervisor evaluation program through distribution of agent surveys, tracks web-based training completion by supervisor, documents scores, provides overview to site leadership.
Assesses training needs through surveys, interviews with employees, holds focus groups, and consults with supervisors, managers, instructors.
Distributes training evaluation surveys to new hire agents, collects data, and delivers results to contact center leadership.
Administers monthly and quarterly surveys to hourly CSR associates to assess effectiveness of new hire training classes.
Creates programs and processes that address gaps in performance and ensures peak performance.
Trains and teaches others by identifying educational needs, developing formal educational or training programs or classes.
Attends meetings or seminars to obtain information for use in training programs and informs management of training program status.
Develops alternative training methods if expected improvements are not realized.
Evaluates training materials prepared by instructors, such as outlines, text, or handouts.
Remains current with developments in area of expertise by reading current journals, books, or magazine articles.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
50% Program and training development
20% Administration (tracking, planning, coordinating, auditing)
15% Survey Administration (Employee Opinion, Training Feedback)
5% Research and Continuing Education
10% Other duties as assigned based on business needs
NATURE AND SCOPE -
Position reports to Training Manager.
No direct reports.
ENVIRONMENTAL JOB REQUIREMENTS-
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically Requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass the Background Check.
Must pass pre-employment tests if applicable.
EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE - 02
PHYSICAL JOB REQUIREMENTS -
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Superior written and verbal communication, proofreading and editorial skills. Proven writing proficiency, including excellent grammar and composition skills.
Strong interpersonal skills and ability to communicate effectively with a wide range of people and communities.
Previous experience and ability to confidently interact with executives and provide advice on their communications that reflects an understanding of their business and leadership style.
Excellent computer skills including MS Office Suite (Word, Excel, PowerPoint, Photoshop, Flash, etc.) and experience designing, managing and updating SharePoint content.
Strong project management skills including attention to detail, timelines and budget, and ability to prioritize tasks/initiatives to be consistent with organizational vision and business objectives.
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