PHEAA is seeking a Call Center Training Specialist to join our team! This position is responsible for delivering new hire, soft skills and continuing education training. Trainers are responsible for coaching, developing, leading, motivating, modeling, training and scheduling 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, evaluation forms, 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.
- Facilitate and manage effective discussion and dialogue to enhance the learning experience in a diverse classroom environment.
ADMINISTRATIVE
- Document and maintain detailed policies and procedures for department processes.
- Ensure the completion of all required paperwork, records, documents, etc.
- Complete 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 & RESPONSIBILITIES
- Troubleshoots minor computer and equipment issues and works with Information Technology to resolve issues.
- Schedules the appropriate training space and prepares the physical setup for training; cleaning of the room, verifying equipment works, and setting up of the tables.
- Other duties and special projects as assigned.
Required Skills
Minimum Qualifications:
- 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).
- Demonstrate strong interpersonal communication, active listening, motivational and facilitation skills.
- Proven experience with creating presentations.
- Demonstrate proficient performance management and effective coaching techniques.
- Proven flexibility to manage last minute training requests or changes.
- Develop 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
Required Experience
Bachelor’s degree or the equivalent combination of training and experience.