Training Analyst
TriNet HR Corporation 5 reviews - United States

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The Training Analyst is responsible for the assessment, design, delivery, and ongoing learning and development program across multi-functional teams to support operational excellence. The Training Analyst ensures appropriate training solutions are provided to enable efficient and effective execution of key business initiatives. Additionally, this individual will develop and deliver technology-enabled learning products and traditional instructional materials as well as serve as a lead developer of instructional media for Account Services operational training activities.

This position can be filled in Reno NV or Bradenton FL

• Responsible for developing and running training programs
• Schedule and coordinate training classes to ensure knowledge is learned by identified timelines
• Utilize current or cutting edge training philosophies to ensure both internal and external customers have a variety of vehicles which leads to increased knowledge retention
• Develop or select teaching aids, such as training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference work
• Support the tracking and communication of corporate and Account Services training initiatives
• Ensure all levels are trained to meet or exceed established performance standards. This may include management development programs
• Confer with management to gain knowledge of work situations requiring training and better understand changes in policies, procedures, regulations and technologies
• Develop programs or job aids that support the business needs and meets deadlines
• Maintain expert knowledge of training programs and systems used
• Personal development and accomplishment of appropriate departmental goals
• Create and develop content, training manuals and presentations for training workshops
• Ensure all materials have the most current information at all times via applicable internal business collaboration
• Test trainees to measure progress and to evaluate effectiveness of training
• Prepare and conduct new hire training focused on accelerating the trainee to a level of effectiveness
• Maintain records of training activities and participant progress and report results to Account Services Management
• Administer audits and evaluations to determine the success and retention rates of the material being trained and adjust program to bring about improvements
• Provide performance reports to evaluate trainees’ performance
• Collaborate with Subject Matter Experts for Service Operations and Account Services by providing information and guidance on internal systems and processes used to service all customer contacts.
• Support best practice theory regarding systems and processes, ensuring high quality service delivery while maintaining compliance with all TriNet’, federal, state and local regulations.
• Collect and interpret data assessing the organization needs and training program effectiveness
• Participate in calibration sessions with Quality Assurance department and other identified customer contact interactions that result in departmental learning’s to improve training
• Recommend and develop solutions to improve any findings from all customer data sources
• Leads and coordinates service related projects and activities to ensure continuous quality improvement initiatives via training initiatives
• Gathers and monitors service metrics to assure customer satisfaction
• Identify training or process improvement opportunities and provide recommendations
• Conduct audits to ensure compliance and logical customer experience flows
• Build and maintain effective business relationships, represent the customer to all operating areas.
• Communicate issues and trends regarding service delivery and recommend and/or facilitate programs to effectively resolve these issues
• Other projects and responsibilities may be added at the manager’s discretion

Education: Bachelor’s degree or equivalent combination of education and experience.
Training Requirements (licenses, programs, or certificates):
• ASTD, DDI, other training Certification preferred
• Minimum 1-2 years experience of classroom facilitation of adult learning
• Knowledge of Human Resources services and systems in an automated operating environment preferred
• Experience working in a HR Outsourcing/PEO environment a plus
• Customer Service Call/Contact Center environment experience preferred
• Training program development based on needs assessment results or identified service opportunity
• Proven expertise using instructional methods and training techniques, including curriculum design principles and blended learning strategies
• Proficiency in Microsoft Office (Word, PowerPoint, Excel, Project)
• Experience in leveraging training technologies; (webcast, podcast, YouTube, etc.)
Other Knowledge, Skills and Abilities:
• Creative thinker with the ability to rapidly understand the business objectives and present solutions
• Excellent oral and written communication skills
• Strong public speaking skills
• Solid leadership skills
• Must be a good strategic planner
• Good Problem-solving skills
• Knowledge of adult learning principles including how to successfully train and present
• Ability to apply creative training techniques to enhance training comprehension and experience of trainees
• Strong time management and organizational skills
• Ability to communicate technical information
• Knowledge in researching training subjects and applying appropriate methods and materials to meet specific needs of trainees
• Ability to develop a variety of training programs via a variety of deployment vehicles
• Ability to initiate process improvements
• Knowledge of call/contact center technologies (Telephony, CRM, Call Monitoring, Knowledge Management, Workforce Management)
• Must be detail oriented
• Exceptional leadership skills in driving core customer service initiatives to the highest levels of a customer experience
• Considerable skills in process improvement/business transformation, customer service, communication, leadership, problem solving, team building, and consensus abilities
• Strong interpersonal skills and ability to work professionally with employees at all levels of the organization
• Ability to prioritize and multi-task in a timely and efficient manner
• Ability to complete statistical analysis of data, identify trends and recommend solutions to improve conformance to quality requirements.
• Ability to effectively meet customer needs, taking responsibility for customer satisfaction
• Ability to maintain effectiveness and professionalism when experiencing change in work tasks and/or the work environment
• Ability to work well under pressure and maintain flexibility in a fast paced environment

Since 1988, thousands of companies throughout the United States and Canada have placed their trust in TriNet to help them manage their Human Resources more strategically and cost-effectively. We give our customers the economies of scale they need to access and deploy Fortune 500-caliber payroll, benefits, and HR services. TriNet has a nationwide presence, an experienced management team, and belongs to the Inc. Magazine Hall of Fame for being one of the fastest growing, privately-held companies for five consecutive years. We are a mature organization that embraces and rewards both bold strategy and disciplined execution.

About this company
5 reviews