Description

The Senior Training Specialist facilitates training and supports Training Specialists in several areas, including but not limited to new hire onboarding, up-training, and refresher training. When in class, the Senior Training Specialist will use adult learning principles to ensure the learners are engaged and participating in training and maximizing learning opportunities. When not in class, the Senior Training Specialist will assist the Learning Delivery Supervisor in trainer observations, coach, and mentor the training team in their daily roles, responsibilities, and professional development.

Position Duties and Responsibilities:

Training Delivery

• Ensure all equipment and systems are in place prior to start of class, i.e., headphones, telephones, computers, and software functionality.

• Partner with Human Resources, Quality, and Operations to schedule New Employee Orientation, and departmental presentations as needed.

• Facilitate classes based on the objectives and agendas provided to maximize learner engagement and retention.

• Using the adult learning principles, adapt instructional style based on a constructivist learning approach

• Analyze group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content. Ability to adapt delivery to reengage learners that are struggling.

• Manage the set-up and breakdown of the training classroom to ensure the facility is ready for training start dates and times.

Training Management (Class Facilitation)

· Maintain Agent Dashboard reporting for in class components including but not limited to attendance tracker, knowledge checks, simulated learning, and training performance metrics.

• Review and approve weekly timekeeping of learners through onboarding and first week of Abay.

• Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations.

• Escalate performance issues and trends to Training Supervisor when identified and partner with Human Resources to provide details when performance management is needed.

· Identify to management when participants are not meeting performance expectations.

• Facilitate transition from Training to Production by supporting the first week of ABAY for all lines of business.

Training Mentorship

• Participate in enhanced Train-the-Trainer (TTT) sessions to become certified to certify trainers on new training delivery programs

• Lead or co-facilitate TTT sessions in partnership with the instructional designer (ISD), assisting and advising with coaching and development of facilitator participants

• As needed, the Senior Training Specialist may develop and conduct Train the Trainer (TTT) sessions in collaboration with the instructional designer (ISD) or when the ISD is unavailable

• Complete trainer observations, deliver coach-backs, and mentor Trainers in alignment with active learning facilitation principles to improve performance

• Act as a shared training delivery expert resource to coordinate and facilitate performance improvement initiatives, such as workshops and recurrent training for all Training Specialists

• Conduct audits on employee classroom performance in the areas of productivity, evaluation skill, and policy compliance

• Observe and evaluate employees to ensure that classroom management, product knowledge, presentation and professionalism are maintained while facilitating presentations

• Cultivate a communications network among the Global Senior Training Specialist community of practice to provide a forum for problem solving and best practice sharing

• Serve as a role model for excellent customer handling and drive calibration sessions to promote a culture of customer loyalty

• Work on special projects as assigned by Site Delivery Manager and delivers resolution on any Percepta or Client priority requests

• Serve as escalation point for Training Specialists to escalate performance issues and trends when identified and partner with Human Resources to provide details and documentation when performance management is needed

• Promote and foster a continuous improvement culture within the organization and communicate new process and policy changes quickly and efficiently in a fast-paced environment

• Attend regularly scheduled client calibration sessions

Education

• High school diploma or GED

Experience

· 3-4 years of training delivery experience

· Certified in Percepta’s Active Learning Facilitation program

• Practical application of Adult Learning Theory and instructional design principles.

· Minimum 2 years of training contact center experience preferred.

· Training in process improvement or Six Sigma methodology preferred.

• Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.

Skills

• Possess a sound understanding of positive coaching techniques.

• Strong communications and presentation skills

• Organizational skills

• Analytical skills to review new processes and derive potential impact to program

• Ability to create new training tools with minimal assistance.

• Ability to identify changes specific to program, disseminate information as needed, and create tools in support of new information.

• Strong listening skills

• Excellent time management skills

• Must be detail oriented.

• Strong leadership skills

• Computer Skills – MS Office: Word, Excel, PowerPoint, Outlook and Internet

• Proven ability to perform in a fast-paced environment and with minimal supervision.

• Demonstrated decision making skills in high impact environments.

• Able to work a flexible schedule to include extended evening and weekend hours as needed.

• Ability to work in a team environment as well as autonomously.

• Ability to stand for long periods of time while delivering classroom training.

• Ability to work with virtual groups.

• Familiar with call center basics and the technology involved.

Other

• Proven ability to manage multiple, concurrent programs.

• Uses diplomacy and discretion in communication.

• Ability to maintain confidentiality and ability to handle sensitive material.

• As needed, support interview/selection process.

Primary Location: US-TX-Houston

Req ID: 0401M