This position is responsible for delivering new hire, soft skill, and continuing education training. Trainers are responsible for coaching, developing, leading, motivating, modeling, and training to ensure our employees receive quality training, under close to moderate supervision.
SALARY: Commensurate with experience
Job Responsibilities
Training
- Update and deliver learning and development programs (instructor-led) by assessing, evaluating and/or designing, and aligning potential solutions with organization strategies.
- Prepare and distribute training materials such as participant and facilitator guides, handouts, surveys, and visual aids; updates and delivers presentations; sets up audiovisual equipment.
- Provide tools and training solutions to address any gaps in knowledge, competency, and skills.
- Ability to demonstrate best practices and provide coaching conversations to include positive reinforcement and skill improvement through on the job training.
- Skilled at classroom facilitation and managing effective discussion and dialogue to enhance the learning experience in a diverse classroom environment.
- Analyze training effectiveness through test scores, production statistics and error ratios, and additional mentoring needed during training as well as after training follow up; to make changes to ensure comprehension and application of material and to evaluate additional training needs.
- Recommend training requirements from analysis provided by Servicing Quality Assurance.
- Remain current on developments in training and instructional methodologies including technology enhancements; attend periodic seminars, forums, and meetings to ensure educational methodology is current and relevant.
Administrative
- Ensure the completion of all required paperwork, records, documents, etc.
- Responsible for the related clerical aspects of training function.
Personnel Management
- Analyze, address and resolve performance and disciplinary issues during training.
- Evaluate employee performance prior to and after completion of training; recommend necessary additional training.
- Communicate training and cross-training program changes to affected staff.
Other Duties and Responsibilities
- Troubleshoot minor computer and equipment issues and works with Information Technology to resolve issues.
- Prepare for training; clean the room, verify the equipment works, and set up of the desks.
- Other duties and special projects as assigned.
Required Skills
- Bachelor’s degree and two years of training experience or the equivalent combination of training and experience.
- Ability to adapt training to all levels of experience as well as incorporating various training tools to develop knowledge and productive employees while in training and once released to their respective department(s).
- Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills.
- Proven experience with creating presentations.
- Demonstrated proficient performance management and effective coaching techniques.
- Proven flexibility to manage last minute training requests or changes.
- Developed problem solving skills and the ability to focus attention on details.
- Proficient knowledge of Microsoft Office Suite.
- This position will support a federal government contract. Applicants must be able to obtain Public Trust security clearance as required of federal government contractors to include a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. For this level of clearance, THE FEDERAL GOVERNMENT REQUIRES APPLICANTS TO POSSESS U.S. CITIZENSHIP.
PREFERRED QUALIFICATIONS: Training experience in a call center and a comprehensive understanding of federal regulations/requirements.
Essential Duties and Responsibilities
- Flexible for occasional off-site travel required.
Required Experience
Bachelor’s degree